Complaints process
At Financial Service Providers NZ Ltd we aim to provide a high standard of service. If you are not happy with your service, please tell us as soon as possible so we can try to resolve the issue. You can contact us:
- By email: dweusten@fspnz.com
- By phone: 03 3423883
- In writing: 4 Storry Place, Avonhead, Christchurch 8042
After we have received your complaint, we will let you know how we intend to proceed. We will endeavour to resolve the complaint as soon as possible.
If we cannot rectify the issue immediately, we will acknowledge the complaint within two working days and may contact you for further information.
We endeavour to resolve all complaints within 10 working days. Sometimes we will require more time to investigate the issue. If this is the case, we will let you know the revised timeframe.
We may contact you by phone, email or in writing to let you know how we propose to deal with your complaint.
If we cannot rectify the issue immediately, we will acknowledge the complaint within two working days and may contact you for further information.
We endeavour to resolve all complaints within 10 working days. Sometimes we will require more time to investigate the issue. If this is the case, we will let you know the revised timeframe.
We may contact you by phone, email or in writing to let you know how we propose to deal with your complaint.
If the issue cannot be resolved satisfactorily, you do have the option of pursuing an external complaint through Financial Services Complaints Ltd (FSCL).
FSCL offers an independent dispute resolution service free of charge. This service may help if we have been unable to resolve the complaint ourselves. You can contact FSCL:
FSCL offers an independent dispute resolution service free of charge. This service may help if we have been unable to resolve the complaint ourselves. You can contact FSCL:
- By email: info@fscl.org.nz
- By phone: 0800 347 257
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In writing: PO Box 5967, Wellington 6145