Making a complaint.
How to tell us something has gone wrong, and what happens next.
1. Tell us first
If you are unhappy with our advice or our service, email us at hello@findmyfund.co.nz. Making a complaint costs you nothing.
2. What we do
- Within 2 working days, we acknowledge your complaint in writing, confirm what we understand it to be, and give you the details of our dispute resolution scheme.
- Within 20 working days, we give you our decision in writing, with our reasons.
- If we need longer, we tell you why and when to expect our decision.
3. If you are not satisfied
If we cannot sort it out between us, or you are not satisfied with our decision, you can take your complaint to our dispute resolution scheme. It is independent of us and free to use.
- Scheme
- Financial Dispute Resolution Service (FDRS)
- Phone
- 0508 337 337
- Website
- www.fdrs.org.nz
- Post
- PO Box 2272, Wellington 6140
- Our membership number
- FM7035
If we write to you to say we have reached deadlock, contact the scheme within three months of that letter. You can also go to the Disputes Tribunal or the courts.
4. Who we are
Find My Fund Limited is a licensed Financial Advice Provider, FSP1012986. You can check us on the FSP Register.
Complaints about how we have handled your personal information can also go to the Office of the Privacy Commissioner. See our Privacy Policy.