LOANS R US LIMITED Internal process

Process Action to prior to referral to FDRS

Task Responsibility Timeframe Outcome
Complaint received Admin Manager 24hrs Notify Head adviser &
respond to complaint
Complaint assessed &
responded to in
writing.		 Financial adviser
involved		 Within 7 days letter acknowledging
complaint and
response
Response letter follow
up		 Financial adviser
involved		 48 hrs Response letter
accepted or not
If response not
acceptable by
claimant follow up call
by headed adviser to
set internal mediation
meeting		 Admin Manager/
Head adviser		 Within 24 hrs of
notice of the
satisfaction by
claimant		 Internal resolution
mediation meeting set
within 3 working days
Mediation meeting
attended by all parties		 Head adviser Within 3 days Discussion of options
to satisfy claimant and
signed resolution


We complete Notes in our Disputes Registar, advise NZFSG and our PI insurer of complaint &outcome.

If unsuccessful notifications and referral to FDRS and PI insurer