Complaints process

If you have a problem, concern or complaint about any part of our advice or service, please tell us so we can try to fix the problem. Please contact our Senior Compliance Officer via post (as stated at the beginning of this document) or email at We have an internal complaints process in place to address issues. We will reply to you within 2 working days (excluding public holidays and weekends). We aim to resolve your complaint in a timely manner and will indicate to you how long the complaint may take to resolve.

Dispute resolution process

If your issue is not resolved, or if you decide not to use the internal complaints process, you can contact our external dispute resolution scheme:

Financial Services Complaints Limited

Address:              PO Box 5967

                                Lambton Quay

                                Wellington 6145

Phone:                 0800 347 257


FSCL will not charge a fee to any complainant to investigate or resolve a complaint.