Complaints Process

If you have a complaint about my financial advice or the service I gave you please tell me about it so I can try to fix the problem. You can contact our internal complaints service by phoning, or emailing me using the heading Complaint - <Your Name>. Please set out the nature of your complaint, and the resolution you are seeking. I aim to acknowledge receipt of this within 24 hours. I will then record your complaint in our Complaints Register and will work with you to resolve your complaint. I may want to meet with you to better understand your issues. I aim to provide an answer to you within 7 working days of receiving your complaint. If we cannot agree on a resolution you can refer your complaint to our external dispute resolution service. This service is independent and will cost you nothing and will assist us to resolve things with you.

 

Details of this service are:

Financial Services Complaints Limited

Email: complaints@fscl.org.nz

Phone: 0800 347 257