We are keen to resolve any complaint as quickly as we can and clear up any misunderstandings. We have an internal complaint handling process in place to help resolve any complaints.
If you have a complaint about a product or any part of our service, in the first instance we encourage you to discuss it with your adviser. You may contact your adviser either over the phone, by writing a letter, or by email.
If your adviser is unable to resolve your complaint, or if you do not wish to discuss the complaint with your adviser, you may contact our CEO by ringing 0508 4 ASTUTE (0508 427 888) or email customercare@astutefinancial.co.nz |
If, at the end of this process, we still cannot agree on a resolution, you can contact the Financial Services Complaints Ltd (FSCL). The FSCL Scheme has been approved by the Minister of Consumer Affairs to provide an external and independent dispute resolution service to consumers with complaints about their financial service providers. This service will cost you nothing and will help us to resolve any issues.
You can contact the FSCL Scheme at:
Email: complaints@fscl.org.nz
Website: www.fscl.org.nz
Freephone: 0800 347 257
Address: P O Box 5967, Lambton Quay, Wellington 6145
Your business is important to us and resolving complaints is part of a good business relationship with our clients.
