Complaints

If you are not satisfied with our financial advice service you can make a complaint by emailing complaints@fscl.org.nz at Financial Services Complaints Limited, Level 4, 101 Lambton Quay Wellington 6011. 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 can’t, 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 can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Dispute Resolution Service Scheme. FSCL provides free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven’t been able to resolve your complaint to your satisfaction. You can contact FSCL by emailing  complaints@fscl.org.nz or by calling: 0508 337 337  at Financial Services Complaints Limited Level 4, 101 Lambton Quay Wellington 6011.