Complaints

All our products and services were designed to provide the best customer oriented approach. Our officers and employees were trained to provide the best response to our
customer base. The forms and all online services were bespoke to meet our clients’ needs. Therefore, we thrive to provide our clients and all related parties for that matter
with the highest standards of quality and management.

For this matter we have set up a specific department to help us deal with all customer related issues with the uttermost care needed.

ANGRA COMPLAINT DEPARTMENT

OFFICER: Rodolfo Basilio
Physical Address: Plaza Level, 41 Shortland Street, Auckland, 1010
Postal Address: PO Box 796, Shortland Street, Mail Centre, Auckland, 1010
Telephone number : +64 9363 9603
Email : complaint@angra.co.nz

How to make a complain

How to complain

If you are unhappy with a financial product or service we have provided you with you are
entitled to file a complain. In order to make the process easier please follow these steps
in order to fulfil your rights.

Step 1. Contact us

Our clients satisfaction with the services and products we provide is our main concern therefore we have set an officer specifically in charge of all our clients’ frustrations.
Contact us immediately should you have any queries or problems related to any service or products we have provided you with.

Please fill in the complaint form below with as much details as possible and print a copy for your own records.

Alternatively you can also send us an e-mail to complaint@angra.co.nz or contact us through the following address:

ANGRA COMPLAINT DEPARTMENT
OFFICER: Rodolfo Basilio
Physical Address: Plaza Level, 41 Shortland Street, Auckland, 1010
Postal Address: PO Box 796, Shortland Street, Mail Centre, Auckland, 1010
Telephone number : +64 9363 9603
Email : complaint@angra.co.nz

If the matter involves personal communication or you have any doubts aboout the procedure please call us at: +64 9363 9674 , from 10:00 AM to 18:00 PM, (GMT +12), Monday to Friday (except bank holidays). Our clients direct phone offers impartial information and general guidance.

A complaint registered with us must be responded fully within three months, telling you whether the complaint has been successful, why it was not or if it needs more time to look into it.

Step 2. Contact the FDR

If you are not happy with our response you should contact the Financial Dispute Resolution (FDR), which is an independent dispute resolution entity of which our clients shall direct their concerns free of charge.

“Expert and experienced in disputes resolution, the FDR Adjudicators and Conciliators are all lawyers and members of AMINZ – Arbitrators and Mediators Institute of New Zealand. They have successfully mediated across many industries and have received training in the finance sector. In keeping with international best practice it is critical the mediation team are not the financial experts, but that they can access expertise when
required.

The FDR Facilitators are the frontline personnel who receive and register complaints, and liaise with consumers and Scheme Members at a high level.
Facilitators work closely with the Scheme Adjudicator, and aim to resolve disputes as early as possible.” FDR provides you with three stages in which it aims to resolve all disputes and matters through mediation. If an agreement on settlement cannot be reached through these stages then FDR issues a formal decision. If you agree with their formal decision then it becomes binding between us.

Click here for FDR’s website

Step 3. Take the matter to court

If you do not want to accept the FDR’s decision, as a last resort you can take your case to court.

Complaint form

Your Name:

Your email:

Company name:

Account number:

Your phone number:

Your complain: