Feedback/Complaints

There are three stages of the internal Expert Advice complaint process:

Acknowledgment: Once we receive a complaint in writing, we will endeavour to provide an acknowledgment letter within ten business days of having received the complaint. This will provide confirmation that we are looking into your concerns and will provide a written response, or if this is not possible an update, within 28 working days. It will also provide a brief summary of what your complaint is about to ensure we underst and your concerns.

Investigation: We will investigate your concerns and create a timeline of events based on the documentation we have on file. This includes any written communication, advice documentation and/or file notes we have on hand. This will give us a clear picture of the service we provided and our dealings with both you and the product providers.

Written Response: We will provide a written response addressing the concerns you have raised by outlining the findings of our investigation and explaini ng how the documentation we have on file supports the decision we have reached.

If you are unsatisfied with the final outcome of the complaint and the process that was followed, we are a member of an approved dispute resolution scheme that can provide an independent review of your complaint, free of charge.

Name: Financial Services Complaints Limited
Level 4, 101 Lambton Quay
Wellington 6011
Postal Address
PO Box 5967
Wellington 6140
Email: info@fscl.org.nz
Freephone: 0800 347 257