COMPLAINTS PROCESS

Internal Complaints Process:

If you have a problem, concern, or complaint about any part of the financial advice you have received from us, you may contact us using any of the
following means:

In writing:
Complaints Officer
SwainWoodham Group
PO Box 25 206 City East
Christchurch 8141
By telephone:
0800 355 444 or 03 366 4220
By email:
info@swainwoodhamgroup.co.nz

When we receive a complaint, we will consider it following our internal complaints process:

We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited.

Dispute Resolution Process:

If our internal complaints process does not resolve your complaint to your satisfaction, you may refer your complaint to Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.

You can contact the Financial Services Complaints Limited at:

Financial Services Complaints Ltd – A Financial Ombudsman Service
Level 4, Sybase House, 101 Lambton Quay
Wellington 6011

Telephone:
0800 347 257 (freephone if within New Zealand)
or +64 4 472 3725 (if calling outside New Zealand)

Postal:
P O Box 5967, Wellington 6140

Email:
complaints@fscl.org.nz

Website:
www.fscl.org.nz

Want to talk?

Whether you are an existing client, or looking for insurance or investment advice, you can reach our team any time.