Complaints and Disputes

If you are not satisfied with our service or financial advice, please tell us as soon as possible so we can try and resolve this for you to the best of our ability.  It is our intention to provide the best possible service we can for our clients and will do our best to try and resolve any complaint received as quickly and effectively as possible.  You can make a complaint by calling Alison McKenzie on 027 622 5758, or emailing

You can also write to us at:-

PO Box 11347
Palm Beach
Papamoa 3151

We will follow our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. Where possible we will 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 we can resolve your complaint and how we propose to do so.

We follow our external complaints process:

If we cannot agree on how to fix the issue, of you decide not to use our internal complaints scheme, you can contact our external disputes resolution scheme, Financial Service Complaints Limited.  They provide a free and independent dispute resolution service that may help to investigate or resolve your complaint if we haven’t been able to do so to your satisfaction.

You can contact FSCL at:

Telephone:       0800 347 257


Address:           PO Box 5967, Wellington 6145