If you have a problem, concern, or complaint about any part of our service, please contact us so that we can try to fix the problem.
You may contact our internal complaints scheme by:
We aim to acknowledge and resolve all complaints in a timely manner. If we cannot resolve your complaint immediately, we will advise you of this and endeavour to keep you informed of progress throughout the process. All complaints are received by our Customer Service Representatives who will endeavour to resolve your complaint in the first instance or, if this is not possible, refer your complaint to our Complaints Officer.
If we cannot agree on how to fix the issue, you can contact Financial Dispute Resolution Services (“FDRS”), an external dispute resolution scheme approved by the Minister for Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. This service will cost you nothing, and will help us resolve any disagreements.
You can contact FDRS by:
Alternatively, you may lodge a complaint or report to the Financial Markets Authority at any time by:
Telephone: 04 472 9830
Fax: 04 472 8076
Post: Financial Markets Authority, PO Box 106 672 Auckland 1143
The Financial Markets Authority is also a key source of general information about financial advisers.
For more information, visit the FMA website: www.fma.govt.nz