Our Internal complaints process
If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem. Our internal complaints manager is who can be reached via email at satyan@iconsult.nz or 021 157 0404. We will acknowledge the receipt of your complaint within 48 hours. We will then investigate your complaint and provide a response to you within 7 working days of receiving your complaint. If we need more time to investigate your complaint, we’ll let you know.
Our external complaints process
If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme – Financial Services Complaints Limited. This service will cost you nothing and will help us resolve any disagreements.
You can contact FSCL at:
Address: PO Box 5967 Wellington
Telephone number: 0800 347 257
Email address: complaints@fscl.org.nz
Website: www.fscl.org.nz