TorFX Complaints Procedure

At TorFX we endeavour at all times to deliver a professional, caring and courteous service to all our customers.

If you feel we have not lived up to this promise we would like to hear from you.

What will happen when you complain?

• We will treat your complaint fairly and impartially
• We will seek to investigate and resolve any complaint as quickly as possible.
• If we have made a mistake we will apologise and offer redress or remedial action wherever possible.
• If we reject your complaint we will explain why it has been rejected and what options remain available to you.
• We will change the way we do things to avoid making the same mistake in the future.

If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.

If the problem cannot be immediately resolved and you are still not satisfied, you can send us a complaint by email or write to us. We will acknowledge your complaint promptly and write to you again with a Final Response to your complaint in most cases within 10 business days from when we receive your complaint. If we are unable to give a Final Response within this period we will write to you informing you why we are not in a position to make a Final Response and indicate when we expect to be able to do so.

Please send your complaint to [email protected]

You can also complain in writing.  The address to write to is: 
TorFX Pty Ltd
Floor 11, 
41 Shortland Street,
Auckland Central,
Auckland, 1010,
New Zealand

If you are still not satisfied with our final response, you may be entitled to refer your complaint to our External Dispute Resolution Scheme, Financial Dispute Resolution Service (FDRS) You can contact them at Complaints » Financial Dispute Resolution Service and our member ID is FM6623.