Our aim at Altus Financial Services is to provide quality financial advice supported by excellent service at all times.
If you feel we've made a mistake or there's something we could be doing better then we'd like to hear from you.
If it's complaint or concern, we follow a 3 step process to ensure that your complaint or concern will be handled in a consistent, transparent and timely manner.
If it's not a complaint and you simply want to give us some feedback about something we're doing well or something that needs improving then again we're keen to hear from you.
Step 1 - Let's talk about it
You can either contact us to speak with the Altus employee you've been dealing with to date or call Jackie Mackle in our customer services department on 03 470 3054 who will attempt to resolve this for you.
Step 2 - Let's get together
If your complaint or concern has still not been resolved then we need you to put it in writing to us, either by sending us a message in the "message" section below this, or by sending an email to jackie@altusfs.co.nz with the word "complaint" or "concern" in the subject line. Either way, we will contact you to arrange a suitable time to get together and discuss this in person.
Step 3 - The Insurance & Savings Ombudsman (ISO) Scheme
If for some reason we can't resolve your complaint or concern to your satisfaction then you may be able to refer this to the Insurance & Savings Ombudsman. The ISO scheme is a free, independent dispute resolution service and the types of complaints it can consider can be obtained by visiting www.iombudsman.org.nz or by phoning 0800 888 202. This scheme may be able to assist you to resolve the complaint though only after you've made an attempt to resolve it via steps 1 and 2 of our complaints process.
If you have some feedback for us you can either call the Altus employee you've been dealing with, call Jackie Mackle in our customer services department on 03 470 3054, email jackie@altusfs.co.nz or send us a message in the "message" section below this.
You can use the form here to contact us,