These are our commitments to our customers.

 

  1. Respect The decision to start preparing for your future is an important one and we value the trust you put in us to partner with you on this journey. We will offer you courtesy and respect in all of our dealings with you.
  2. Knowledge We will provide you with professional and knowledgeable staff that can apply their expertise within the bounds of the Financial Advisors Act, to ensure your journey with us is a satisfying one.
  3. Transparency We understand that the purchasing process is involved and requires you to make many decisions. You can be assured of our commitment to proactive, clear, concise and accurate communication.
  4. Personalised service We are committed to providing you with service that is based on your personal needs, aspirations and profile.
  5. Privacy All confidential information provided to us will be treated appropriately.
  6. Accountability We know that having reliable staff for you to contact is important. Our aim is to provide you with continuity; including coordinating meetings, documentation and approvals, on your behalf.
  7. Flexibility We offer you the use of our services under one roof for your convenience; however it is your choice whether you use them or use your own suppliers.
  8. Correct structuring We are committed to structuring your investments, finance and insurances to minimise risks and maximise benefits.
  9. Honesty We commit ourselves to being honest at all times. This includes keeping you informed of progress, any issues that arise and seeking answers to your queries.
  10. Communication We commit ourselves to proactive communication. We expect our staff to provide clear timelines. We will ensure you have a key contact to answer any queries you have.
  11. Complaints resolution You can expect any concerns, problems or complaints to be resolved quickly and in an open and honest manner. We will provide you with fair opportunity to discuss any issues. To allow us to deal with complaints properly, we request that any complaints are submitted in writing.
  12. Quality We are committed to the quality of our products and advice and to improving the effectiveness of our systems and processes on an ongoing basis.
  13. Listening Satisfied customers are our primary goal and we welcome feedback and suggestions from our customers. We strive to continually improve what we do and encourage your feedback by phone or email to feedback@nzinvest.co.nz

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