Important Information About Us

 HOW WE GET PAID:

Commission
If you decide to take any of our recommended life and health insurance through us, Canterbury Insurances Ltd receive commissions from the relevant insurance company(ies). The amount of the
commission is based on the amount of the premium and can vary depending on the insurance company used and will be detailed at the time any advice is provided to you.

Fees and expenses: Canterbury Insurances Ltd do not charge fees, expenses or any other amount for the financial advice provided to you.
You will not be billed or asked to pay any fees to us at any time even if the engagement of services or the products placed through this engagement are terminated by either party.

CONFLICTS OF INTEREST:
To ensure that we prioritise your interests above our own, we follow an advice process that ensures our recommendations are based on your objectives, needs and circumstances.

I further manage possible conflicts of interest by:

• Choosing product providers based on your needs and not on the commission we may receive.
• Avoiding any production requirements for one product provider.
• Not accepting any gifts or incentives offered by product providers
• Having access to a range of product providers
• Using third party product research as part of our analysis
• Having our processes audited annually by a reputable compliance provider.

COMPLAINTS AND DISPUTES:

If you are not satisfied with our service or financial advice, please tell us as soon as possible so that we can try and resolve this for you to the best of our ability. It is our intention to provide the best possible service we can for our clients and will do our best to try and resolve any complaint received as quickly and effectively as possible.

You can make a complaint by calling 03 357 0197 or emailing info@canterburyinsurances.co.nz .

• You can also write to us at P.O Box 31078, Ilam, Christchurch 8444. We will follow our internal complaint process:

We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.

• If we are unable to resolve your complaint immediately, we will acknowledge your complaint
  within 2 business days. We may contact you to get further information about your complaint.
• We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint.
• We will contact you by phone, email, or letter to let you know whether we can resolve your complaint and how we propose to do so.

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints scheme,you can contact our external disputes resolution scheme. This service will cost you nothing and you can
contact them at:

Financial Dispute Resolution Service,
Level 9, 109 Featherston Street, Wellington 6011
0508 337 337
enquiries@fdr.org.nz

You also have the right to address your complaint to the Financial Markets Authority (FMA). Details of the FMA
complaints process are available on the FMA website at https://www.fma.govt.nz . The FMA can also be contacted at: Level 2, 1 Grey Street, PO Box 1179, Wellington 6140 or by phone 04 472 9830.