Should you have any cause for complaint about our services please raise the matter in the first instance with your broker or a member of your service team. Complaints can be raised in the manner that best suits you, for example: in writing (email or letter), over the phone, or during a face-to-face meeting.
Alternatively, you may contact our Compliance Officer at: compliancequeries.au@wtwco.com, Freephone (0508) 945 547 or by post at PO Box 369, Auckland 1140.
In most instances your Broker or their Manager will discuss your concerns with you, and seek to resolve your complaint to your satisfaction.
If the matter is unable to be resolved within two (2) working days from when you first raise it with us, or if you are unhappy with the actions we have taken and feel that the matter remains unresolved, the matter will be referred to our Compliance Team and treated as a formal complaint. In some instance your Broker and/or their Manager may feel it is in your best interests to notify the matter as a formal complaint immediately.
Formal Complaints
Formal complaints are managed by our Compliance Team, who will commence an investigation to fully understand the circumstances surrounding the matter. We will acknowledge receipt of your complaint within five (5) working days from when it was lodged, and provide you with information on our Internal Complaints Process, and how your complaint will be reviewed.
During our investigation we may contact you to discuss your complaint and understand how you would like the matter to be resolved. We will make all reasonable efforts to fully investigate the circumstances and information relating to your complaint in a fair, transparent and timely manner.
We will provide you with a written decision, remedies and/or resolution as soon as we are able to. We will do this within twenty (20) working days from the date we acknowledge your formal complaint, unless we agree a different timeframe due to extenuating circumstances.
All formal complaints are recorded on our internal Complaints Register.
If you are unhappy with the outcome
If you feel we have not resolved your complaint to your satisfaction, or you are unhappy with our written decision, you can refer the matter to Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service. FSCL is an independent dispute resolution scheme, providing free and accessible dispute resolution services to consumers where they have been unable to resolve the matter with their financial advice provider. For details of the service FSCL provide, please visit their website: Financial Services Complaints Limited (FSCL)
FSCL's contact details below:
Financial Services Complaints Limited
PO Box 5967
Wellington, 6140
complaints@fscl.org.nz
0800 347 257 / 04 472 3725
You must contact FSCL within three (3) months of receiving our complaint decision for them to be able to investigate the matter.
