{"id":3496,"date":"2023-09-22T07:08:51","date_gmt":"2023-09-22T07:08:51","guid":{"rendered":"https:\/\/www.worldfirst.com\/nz\/?page_id=3496"},"modified":"2025-02-19T01:46:18","modified_gmt":"2025-02-19T01:46:18","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.worldfirst.com\/nz\/compliance\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3496\" class=\"elementor elementor-3496\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6f5d015 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6f5d015\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-eb71d71\" data-id=\"eb71d71\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1f43dce elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"1f43dce\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h4 class=\"elementor-heading-title elementor-size-default\">Related content<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-651f447 elementor-widget elementor-widget-text-editor\" data-id=\"651f447\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>&#8211; <a href=\"\/nz\/legal\/\">Legal<\/a><br \/>&#8211; <a href=\"\/nz\/compliance\/\">Compliance<\/a><br \/>&#8211; <a href=\"\/nz\/privacy-policy\/\">Privacy policy<\/a><br \/>&#8211; <a href=\"\/nz\/cookie-policy\/\">Cookie policy<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-8325878\" data-id=\"8325878\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b25c328 elementor-widget elementor-widget-heading\" data-id=\"b25c328\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints policy<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1711a0d elementor-widget elementor-widget-text-editor\" data-id=\"1711a0d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>WorldFirst is committed to providing a competitive and efficient service its customers. Your feedback is important to us. Please let us know if you are not satisfied with a product or service we have provided. We have simple and clear procedures in place to set out how we will deal with any complaints you may have.<\/p><h4>Our complaint process<\/h4><p>When you make a complaint with us we will: acknowledge your complaint promptly (within 24hrs or 1 business day of receiving it) and make sure we understand the issue; try our best to resolve the issue; keep you informed throughout; maintain a record of your complaint; provide you with details including contact person\u2019s name and reference numbers for you to follow up in case you want to and give you a final response within 30 calendar days (most complaints can be resolved within a few days).<\/p><p>You can make a complaint by a way that is most convenient to you which includes either calling us, emailing us or writing to us.<\/p><h4>Our contact information<\/h4><p>Complaints Department<br \/>World First Pty Ltd<br \/>Level 17<br \/>55 Clarence Street<br \/>Sydney<br \/>NSW 2000<\/p><p>Tel: <span class=\"ne-text\">+61 2 8298 4990<\/span><\/p><p>Email:\u00a0<a href=\"mailto:complaints.aus@worldfirst.com\">complaints.aus@worldfirst.com<\/a><\/p><p>The investigation into your complaint will commence as soon as possible with the aim to resolve the matter as quickly as possible, keeping you regularly informed. A final response will be provided to you explaining the assessment of your complaint to you, along with any remedial action or redress. Measures to improve any systems or processes may be made where necessary.<\/p><p>We will deal with any information that you provide us with confidentiality and it is subject to our\u00a0<a class=\"green link\" href=\"https:\/\/www.worldfirst.com\/nz\/privacy-policy\/\" target=\"_self\">Privacy Policy<\/a>.<\/p><h4>External review<\/h4><p>If you are not satisfied with the outcome of your complaint, you can contact Financial Services Complaints Limited (FSCL). Please note that before FSCL will deal with your complaint, they generally require that you have provided us with the opportunity to resolve the complaint by first making the complaint with WorldFirst.<\/p><p>FSCL contact information:<\/p><p>Financial Services Complaints Limited<br \/>PO Box 5967<br \/>Wellington 6140<br \/>New Zealand<\/p><p>Tel: +64 0800 347 257<\/p><p>Email: <a href=\"mailto:complaints@fscl.org.nz\">complaints@fscl.org.nz<\/a><\/p><p>Website:\u00a0<a href=\"https:\/\/fscl.org.nz\/\" target=\"_blank\" rel=\"noopener\">www.fscl.org.nz<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Related content &#8211; Legal&#8211; Compliance&#8211; Privacy policy&#8211; Cookie policy Complaints policy WorldFirst is committed to providing a competitive and efficient service its customers. Your feedback is important to us. Please let us know if you are not satisfied with a product or service we have provided. We have simple and clear procedures in place to [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"parent":6404,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.2 (Yoast SEO v24.3) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Our Complaints Procedure | WorldFirst NZ<\/title>\n<meta name=\"description\" content=\"Unhappy with our service, find out how you can make a complaint\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.worldfirst.com\/nz\/compliance\/complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints\" \/>\n<meta property=\"og:description\" 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