Complaints Procedure

Do you have a complaint

We aim to provide you with the highest quality service and support.  But if you do have a complaint or dissatisfied for any reason, we would like to know as soon as possible.  Our complaints process outlined below and aims to address your concerns.

Step 1 – Let’s understand

The first step is to address your complaint with your adviser to make sure they are aware of your concerns. It would also help us learn from our mistakes if you could lodge your complaint by clicking the button at the bottom. This will start the official process.  In most cases, we will endeavour to contact you within 48 hours.

Step 2 – Review

Your concerns will be reviewed and we will strive to address them as easily as possible.  We will keep you informed and aim to resolve the issue within 5 working days.

Step 3 – We belong to a Dispute Resolution Scheme.

If your complaint cannot be resolved by Step 2, we encourage you to refer your complaint to Financial Service Complaints Limited. This is a free, independent dispute resolution scheme.

See www.fscl.org.nz or call 0800 347 257  for information on the FSCL Scheme.  This process may take a number of weeks as the procedure is overseen by an independent adjudicator.

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