Complaints & Dispute resolution


Internal complaints process

If you have a problem, concern, or complaint about any part of the financial advice you have received from us, you may contact us using any of the following means:

When we receive a complaint, we will consider it following our internal 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 Financial Services Complaints Limited.

Dispute resolution process

If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme.  This service is free and may help investigate or resolve the complaint.

We are a member of the Financial Services Complaints Limited’s approved dispute resolution scheme.  You can contact the Financial Services Complaints Limited at:

            Financial Services Complaints Limited

            Level 4, Sybase House, 101 Lambton Quay

            Wellington 6011

Telephone: 0800 347 257 (freephone if within New Zealand) or +64 4 472 3725 (if calling outside New Zealand)

Postal: P O Box 5967, Wellington 6140