If you have a complaint, please send an email to nzcustomercare@lotusfx.com for Lotus FX to try and resolve your complaint.
If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.
When Lotus FX receives your complaint, we will:
- acknowledge your complaint within 1-2 working days;
- gather and evaluate information about your complaint;
- respond to you within 20 working days; and
- in some cases, it will take 40 working days to resolve your complaint
If Lotus FX cannot resolve your complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL is an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.
FSCL’s service does not cost you anything and they will help resolve the complaint.
You can contact FSCL: