How to raise a concern with BRC Advice.

Complaints Process

Our Commitment

At BRC Advice, we are committed to providing professional, ethical and client-focused financial advice.

If you are dissatisfied with any aspect of our advice, service or conduct, we encourage you to let us know as soon as possible so that we can work with you to resolve the issue.

We take all complaints seriously and are committed to handling complaints fairly, promptly and transparently.

How To Make A Complaint

You can make a complaint by contacting us using any of the following methods:

When making a complaint, please provide as much information as possible, including:

• Your name and contact details
• Details of your complaint
• Any relevant dates or documents
• The outcome you are seeking

What Happens Next

Step 1 - Acknowledge Your Complaint

We will acknowledge receipt of your complaint and may contact you to obtain further information if required.

Step 2 - Investigate

We will investigate the issues raised and review all relevant information.

This may involve discussing the matter with advisers, insurers or other parties involved.

Step 3 - Respond

We will advise you of the outcome of our investigation and any proposed resolution.

Step 4 - Resolution

Where appropriate, we will work with you to resolve the complaint fairly and promptly.

Timeframes

We aim to resolve complaints within 10 business days wherever reasonably possible.

If additional time is required, we will keep you informed of our progress and provide an update on expected timeframes.

If You Are Not Satisfied

If we are unable to resolve your complaint, or if you are not satisfied with the outcome of our internal complaints process, you may refer your complaint to our independent external dispute resolution provider.

Financial Dispute Resolution Service (FDRS)

BRC Advice is a member of the Financial Dispute Resolution Service (FDRS), an approved independent dispute resolution scheme.

FDRS provides a free and independent service for consumers.

Our Regulatory Obligations

BRC Advice Limited (FSP1007966) is licensed by the Financial Markets Authority (FMA) to provide financial advice services.

As a licensed Financial Advice Provider, we are required to:

• Act ethically, transparently and in good faith.
• Give priority to clients' interests where conflicts exist.
• Exercise care, diligence and skill.
• Meet standards of competence, knowledge and client care set by the Code of Professional Conduct for Financial Advice Services.

Our complaints process forms part of our commitment to meeting these obligations.

Contact Us

If you have any concerns regarding our advice or service, we encourage you to contact us directly in the first instance.

BRC Advice Limited
Email: enquiries@brcadvice.co.nz
Website: brcadvice.co.nz
FSP1007966