Mackersy Property Complaints

Mackersy Property values its relationship with you.

It is our aim to provide you with the best possible service and experience in your interactions with us.

We take feedback and complaints seriously. If you are not happy with any aspect of our service, we would like to hear from you, so we can rectify any concern immediately. Any feedback or complaint is an opportunity to learn and improve our service.

See below our complaints policy or alternatively contact us at invest@mackersyproperty.co.nz

Mackersy Property values its relationship with you. We want the relationship to continue.

It is our aim to provide you with the best possible service and experience in your interactions with us.

We take complaints seriously. If you are not happy with any aspect of our service, we would like to hear from you so we can rectify any concerns immediately. Any complaint or feedback is an opportunity to learn and improve our service.

We are a member of the Fairway Scheme and fully support its operation. Further information is available at www.fdrs.org.nz or by calling 0508 337 337.

Our services to you as a Consumer

We will:

• Treat you with respect, always being fair and courteous;
• Listen to any concern you may have, and act on it, with integrity;
• Be clear in our communication with you and deliver on what is promised;
• Ensure you have everything needed to make an informed decision, and if not, provide you with the information required in a timely manner;
• Provide plain English explanations;
• Work with you and any advisor who requests further information;
• Provide any service or information, or act on any reasonable request in a timely manner;
• Inform you of any delay experienced and the reasons for it;
• Comply with the relevant legislation.

How to let us know if you have a complaint or feedback

If you are not happy with any aspect of our service or product for any reason, please contact us as soon as possible so a resolution can be put in place.

Please contact us using one of the following options:

Phone:

03 450 9540 from 8.30am – 5pm

Email:

invest@mackersyproperty.co.nz

Post:

If you would prefer to write a letter, please post this to:

Customer Resolutions
C/- Mackersy Property
PO Box 2657
Wakatipu
Queenstown 9349

Steps Following Feedback/Complaint

Once we have received your feedback or complaint, we will investigate the matter and discuss a resolution with you.

If it cannot be resolved immediately, or the issue is complex, we will estimate and communicate the time frame for our response. Any issue should be resolved within twenty (20) working days.

If:

• we are unable to resolve an issue, or
• come to an agreement on how to resolve an issue, or
• finding a resolution has taken longer than three (3) months, the matter may be taken up with the Fairway Resolution Scheme. This is a free and independent service which helps resolve disputes. Their contact details are:  www.fdrs.org.nz or you can phone: 0508 337 337

In addition to the Resolution Scheme, you may also seek independent advice from your lawyer, your accountant, the Disputes Tribunal, Citizens Advice Bureau or the Financial Markets Authority.