Complaints

If you are not satisfied with our service or financial advice, please tell us as soon as possible.

Write to 93 College Hill, Freemans Bay, Auckland, 1011

When we receive a complaint:

· We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.

· If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.

· We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint

· We will contact you by phone, email, or letter to let you know whether we can resolve your complaint and how we propose to do so.

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external disputes resolution scheme 8985. FSCL provides a free and independent dispute resolution service that may help to resolve your complaint if we haven’t been able to do so to your satisfaction. To contact FSCL:

Click here to complete the complaints form online, or

Download printable complaints form

email us at complaints@fscl.org.nz

telephone us on 0800 347 257

write to FSCL, PO Box 5967, Wellington 6140.