Internal Complaints Process

If you have any problems, concerns or complaints about any part of our advice or service, please let us know so we can try and fix the problem. Our internal complaint manager is Michael Cooper who can be contacted on email: [email protected] or 02041411008. Michael will reply to you within 24 hours.

How our internal process works

We will review the complaint and discuss with you how we will resolve it and obtain any additional information if required.

We aim to resolve any complaints within 5 working days.

If we cannot resolve the complaint in a manner which is acceptable, then you can contact our free independent dispute resolution service.

How our external process works

If we cannot agree on how to best fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme – Financial Services Complaints Limited. This service will cost you nothing and will help resolve your complaint.

Contact details for FSCL are:

Phone:
0800 347 257
04 472 3725

In writing:
PO Box 5967, Wellington 6145

By email:
[email protected]