Strategic Capital Management Limited prides itself on honesty, transparency and integrity and if you do have a complaint we take this very seriously. SCM wants to know about any problems you may have relating to services provided by Strategic Capital Management. Where you have a complaint you should take the following steps:
(a) Contact Strategic Capital Management by telephone, fax, e-mail or letter.
(b) If your complaint is not satisfactorily resolved within 3 working days you should put your complaint in writing and post it to 38 Main Highway, Ellerslie. Strategic Capital Management Ltd will endeavor to respond in writing within 2 weeks of receipt of your written complaint.
(c) If your complaint is not resolved satisfactorily we have setup an independent dispute resolution service with FSCL (Financial Services Complaints Ltd) www.frcl.org.nz
Lodge your Complaint with FSCL, if:
- You are unable to resolve your complaint directly with Strategic Capital Management; or
- Strategic Capital Management has not resolved your complaint within 40 days of you making your complaint; or
- Strategic Capital Management tells you to take your complaint to FSCL
FSCL will investigate your complaint. It does not cost you anything for us to do this. At anytime you may choose to take your complaint away from FSCL and pursue your rights in Court, but once you have done so it can not be brought back to FSCL.
FRCL’s contact details are available at www.fscl.org.nz
(d) FSCL investigation of your complaint: The first thing that FSCL will do is to check that your complaint is within FSCL’s jurisdiction. There are some matters that FSCL cannot deal with as they fall outside their jurisdiction. Some matters that FSCL may not be able to assist you with include:
- Events that occurred prior to 1 April 2010
- If you are claiming more than $200,000 compensation
- Complaints about standard fees or interest rates
To read more about FSCL’s term of service please visit their website www.fscl.org.nz
e) FSCL handling of a dispute : FSCL will work with you and Strategic Capital Management to try and resolve the complaint. FSCL act independently by not taking sides and aim to get a fair outcome for both you and SCM to a complaint. They will communicate with both parties by telephone, email and letters
f) Resolving disputes: FSCL’s dispute resolution method may involve negotiation, conciliation or reaching a decision. It is important that you provide all information relating to your complaint.
You should contact FSCL if you require:
- More detailed information about their process
- Guidance on what information to provide when making a complaint
- Assistance in making the complaint because of language difficulties or disabilities
(g) Any client who, after attempting to resolve the issue with initially SCM, then FSCL does not obtain a satisfactory outcome is entitled to make a complaint to the New Zealand Exchange (NZX Ltd). www.nzx.co.nz
