This information sheet outlines the FMA’s recommendations for financial service providers around making sure customers are treated fairly when things go wrong.
Our research Why don’t consumers complain ? shows that many consumers are not confident about what steps they should take if they believe they have been treated unfairly by a financial service provider.
Financial service providers should ensure that:
- Consumers know how to complain
- Consumers can complain through multiple channels
- Staff know what is considered a complaint
- They are fair and transparent
- They are proactive identifying potential issues
- They learn from complaints
Download Complaints: Ensuring consumers are treated fairly [PDF 272KB]
/Public Release. View in full here.
