Disputes Resolution Scheme

If you have a problem, concern, or complaint about any part of our service, please tell us so that we can try to fix the problem.

In the first instance a complaint will be dealt with internally within a maximum of one week.  We will acknowledge the complaint in writing and note it in our internal Complaints Register, provide the client with information about our internal complaints process, advise the client how to complain to the Securities Commission and provide details about the Disputes Resolution Scheme to which we belong – Financial Services Complaints Ltd (FSCL).  The process from that point will depend on the DRS’s own internal process.

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact Financial Services Complaints Ltd (FSCL).
  

This service will cost you nothing, and will help us resolve any disagreements. You can contact FSCL at—

Address:                       PO Box 5967, Lambton Quay, Wellington 6011

Telephone number:       04 472 3725 or toll free 0800 347 257

Email address:               info@fscl.org.nz

Website:                       www.fscl.org.nz

Feel free to ask us any questions. Phone 07 827 8130.

PO Box 369 - 22 Dick Street, Cambridge, New Zealand - P: 07 827 8130 - F: 07 827 6341 - EMAIL US

A disclosure document is available free of charge and on request 
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