COMPLAINTS PROCESS

Our Internal complaints process

If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.

When we receive a complaint, we will consider it following our internal complaints process:

1. We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
2. We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
3. We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

Our internal complaints manager is Perry Bell and a formal complaint can be sent to us using our Complaints Form on this page, or phone 07 349 1270. Perry will reply to you within 2 business days.

Our external complaints process

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact our external disputes resolution scheme – Financial Services Complaints Limited.

This service will cost you nothing and will help us resolve any disagreements.

You can contact FSCL at:

Postal: PO Box 5967, Wellington
Phone: 0800 347 257
Email: complaints@fsl.org.nz