We are here to help. If you have a concern, complaint or are not satisfied with our financial advice service, please let us know and we will do our best to help wherever we can.

You can let us know by completing the section below, or by calling 09 479 9304.

You can also write to us at: PO Box 300261, Albany, Auckland, 0752.

When we receive a compliant, we will follow our Internal Complaints Process:

• We will investigate your complaint and let you know how we intend to best 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 for some reason we are unable to, we will contact you within that time to let you know that 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 the Financial Disputes Resolution Scheme. The
Financial Disputes Resolution Scheme provides a free, independent dispute resolution service that may help investigate and resolve your complain if we weren’t able to do so to your satisfaction.

You can contact the Financial Disputes Resolution Scheme at either of the below:

Online : www.fdr.org.nz.
Postal Address : Freepost 231075, PO Box 2272, Wellington, 6140
Freephone: 0508 337 337
Email : enquiries@fdrs.org.nz