If you are not satisfied with our financial advice service you can make a complaint by emailing [email protected] , or calling: 0800 62837425. You can also write to us at: Suite 53, Royal Oak Mall, 691 Manukau Road, Royal Oak, Auckland 1023.
When we receive a complaint, we will consider it following our internal complaints process:
- We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
- We aim to resolve complaints within 10 working days of receiving them. If we cannot we will contact you within that time to let you know we need more time to consider your complaint.
- We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
If we cannot resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact Financial Services Complaints Ltd (FSCL) - A Financial Ombudsman Service. FSCL is an independent external ombudsman and dispute resolution service that we belong to. They may help to investigate or resolve your complaint, if we have not resolved your complaint to your satisfaction. FSCL's service is free of charge to you. You can contact FSCL by emailing [email protected], calling 0800 346 257, or in writing to P O Box 5967 Lambton Quay Wellington 6145.