If you have a complaint about my financial advice or service I gave you, you need to tell me about it.

You can contact my internal complaints service by phoning, or emailing me using the heading Complaint – (Your Name). Please set out the nature of your complaint, and the resolution you are seeking. You can also write to me at: Unit D, 268 Manukau Road, Epsom, 1023.

I will acknowledge receipt of this within 24 hours. I will then record your complaint in our Complaints Register and I will consider your complaint and let you know how I intend to resolve it.

I may need to contact your, or want to meet with you to better understand your issues and gather more information. I will provide an answer to you within 7 working days of receiving your complaint.

If I can’t, I will contact you within that time to let you know I need more time to consider your complaint.

I will contact you by phone or email to let you know whether I can resolve your complaint and how I propose to do so. If I can’t resolve your complaint, or you aren’t satisfied with the way I propose to do so, you can contact Financial Services Complaints Limited Disputes Resolution Scheme.

Financial Services Complaints Resolution Scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if I haven’t been able to resolve your complaint to your satisfaction.

You can contact Financial Services Complaints Limited Resolution Scheme by emailing complaints@fscl.org.nz, or by calling: 0800 347 257.