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Complaints Procedure

Do you have a complaint or problem?

We aim to provide you with the highest quality service and support.  But if you do have a complaint or encounter a problem, please let us know as soon as you can.  Our complaints process outlined below aims to address your concerns.

Step 1 – Let’s sort it out

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 below. This will start the official process.  In most cases, we will endeavour to contact you within 24-48 hours.

Step 2 Review

If your complaint is not resolved by Step 1, you can call or email the CEO – Rupert Gough by clicking here.  Rupert will detail your concerns and strive to address them as easily as possible.  You should know the steps we are taking to address your concerns within 48 hours of starting Step 2.

Step 3 – We are a Participant of the Financial Dispute Resolution Service.

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

See www.fdrs.org.nz or call 0508 337 337  for information on the FDRS Scheme.  This process may take a number of weeks as the procedure is overseen by an independent adjudicator.