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Brokers National
Financial Services Ombudsman
The purpose of this procedure is to resolve client complaints made against Brokers National or its officers and to achieve a satisfactory result without having to refer the matter externally to the Financial Services Ombudsman. The aim of our internal complaint handling procedures is to respond promptly and thoroughly to complaints raised by our customers and to act honestly, efficiently and fairly. All complaints lodged are recorded, assessed, and resolved promptly. We always aim to please our clients and have grown our brokerage based on sound advice, good value products, and above all trust.
The Managing Director Doug Kerr & fellow Director Alicia Tua are responsible for handling all complaint resolutions and procedures are in place within the office for all staff to follow without exception.
If the complaint is of a minor nature professional staff may attempt to resolve the problem if within their scope and ability. The complaint and outcomes no matter how minor is to be reported to the Managing Director of Brokers National or the Broker Services Manager.
All complaints from our clients regarding the policy wording or the insurance company are to be referred to insurance enquiries and complaints dispute facility.
When a complaint is received it is recorded in the complaint register file.
Initially the Brokers National staff member involved will endeavour to resolve problem.
If the staff member cannot resolve the problem to your satisfaction then the matter is immediately referred to the Brokers National Complaints Officer.
The Complaints Officer will endeavour to resolve the problem with you. If you are still not satisfied with the outcome, the Complaints Officer will ask you to detail your complaint in writing with documentary evidence to support your dispute and mail it to our office.
When your dispute is received in writing from you it is reviewed by the Brokers National Complaints Officer, A Senior Broker, and our Staff Member involved with the issue.
Brokers National will provide you in writing with an answer within 7 days of receiving your letter of dispute. We will explain to you the results of our investigations, with full explanations, and how we reached our decision. In our letter to you we will also inform you of what you can do if you are still not satisfied with our decision.
Once all internal processes have been exhausted then you have the right to lodge a formal complaint in writing to the Financial Services Ombudsman, which is an independent body available to review unresolved complaints.
The Complaints Officer of Brokers National will record the progress and final outcome of all internal & external complaints.
Brokers National will make every effort to assist you, as we do not want any dissatisfied customers. As a broker we are acting on your behalf and will always listen, explain, assess, and endeavour to resolve the issue amicably.
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