1
Tell us what happened
Contact us by phone or email. Explain your concern, the relevant dates or documents, and what outcome you are seeking.
Complaints process
We’re here to listen and help put things right
If you are unhappy with our service or the financial advice you have received, please tell us. We take every concern seriously and will work with you towards a fair resolution.
Clear and confidential
Making a complaint is free. We will listen carefully,
keep you informed and explain the next steps.
What happens next
Our complaints process
We aim to make the process straightforward and keep you informed from the time we receive your complaint.
2
We acknowledge it
We will acknowledge your complaint within 24 hours, record it in our Complaints Register and may contact you for more information.
3
We investigate and respond
We aim to provide a response within seven working days. If we need more time to investigate, we will let you know and keep you updated.
What to include
Providing the following information will help us understand and investigate your concern.
- Your full name and preferred contact details
- Your adviser’s name, if relevant
- A clear description of what happened
- Relevant dates, documents or correspondence
- The resolution or outcome you are seeking
Make a complaint
Please use the subject line “Complaint – Your Name” when emailing us.
Please avoid sending sensitive medical or financial
documents by ordinary email unless we ask you to provide
them through an appropriate secure method.
Independent support
If we cannot resolve your complaint
You can refer your complaint to Financial Services Complaints Limited (FSCL), our independent external dispute-resolution service. FSCL’s service is free for consumers.
Financial Services Complaints Limited
Phone:
0800 347 257
Email:
complaints@fscl.org.nz
Post:
PO Box 5967, Wellington 6140
Website:
fscl.org.nz