How we handle complaints

1. How to make a complaint

If you are unhappy with any part of our service, you can make a complaint by:

Please tell us:

• what happened
• why you are dissatisfied
• what outcome you are seeking

2. What happens next

When we receive your complaint, we will:

• acknowledge it within 1 business day
• review the information and, if needed, ask you for further detail
• aim to provide a written response within 10 working days

If we need more time to investigate, we will let you know and give you an updated timeframe.

Our response will explain:

• our understanding of your complaint
• what we have found after reviewing it
• any steps we have taken or propose to take

We keep a record of every complaint and what we did about it.

3. If you are not satisfied

If we cannot resolve your complaint together, or you are not satisfied with our response, you may refer the matter to our independent dispute resolution scheme. This service is free to you.

You may also raise concerns about our conduct with the Financial Markets Authority (FMA), which regulates financial advisers in New Zealand:

Website: www.fma.govt.nz

Phone: 0800 434 566