• Introduction
• Facts
• Executive
• History
• Rules
• Complaints Procedure

Code of Conduct of the Financial Services Federation Inc.

• Code of Conduct
• Complaints Procedure

INTRODUCTION

The members of the Financial Services Federation (Inc.) believe that the interests of investors, customers and the public can best be served through compliance with a Code of Conduct. By virtue of their membership of the Federation members agree to abide by this Code.

CODE OF CONDUCT

1. The foundation of the finance industry is confidence. Such confidence is created by fair treatment and courteous and efficient service.
2. Members will at all times be fair, reasonable and honest in the conduct of their business with their customers.
3. Members will maintain confidentiality in their dealings with their customers' affairs and, except where permitted by law, will not disclose customer information to other people.
4. Members will disclose to customers the cost, terms and contractual obligations of credit transactions.
5. Members will work to keep documents as clear and unequivocal as circumstances permit.
6. Members will be truthful in their advertising.
7. Members will not use legal proceedings in an oppressive or unreasonable manner.
8. The members' business will be maintained as a constructive agency in community life and members will work to conduct their business to provide financial assistance to the customer.

COMPLAINTS PROCEDURE

The Federation encourages people, who consider that the standards shown them fall short of this Code, to make their complaints in the first instance to the member organisation. In the majority of cases, establishing a dialogue at this stage can lead to a satisfactory resolution.

In circumstances where this has been done but a resolution satisfactory to the complainant is not possible, the Federation undertakes to receive and pass on, or redirect, complainants to the Chief Executive of the member organisation. This ensures that the complaint is considered at the highest level and that issues can be looked at afresh free from possible personality conflicts.

Complainants using this procedure expressly authorise the organisation to whom the complaint is directed to disclose to the Federation such personal information as is necessary to respond to the complaint. Such information will be held safe by the Federation and will not be disclosed to persons other than the parties to the complaint.

Complaints under the above should be addressed to:

The Executive Director
Financial Services Federation (Inc.)
PO Box 10-053
Wellington

It is preferable that they be in writing but if this is not possible they may be conveyed by telephone (telephone 04-472-1731) or by email fsf@fsf.org.nz. For its part the Federation undertakes to refer written complaints to members as soon as possible after receipt and in most circumstances will do so on a same day basis. Oral complaints will be dealt with as soon as practicable.