Complaints Procedure

Complaints handling and dispute resolution: If you are not satisfied with our financial advice service you can make a complaint by emailing info@pismanawatu.co.nz, or by calling 06 355 4422. You can also write to us at PO Box 1255, Palmerston North 4440. When we receive a complaint, we will consider it using 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 (FSCL) – A Financial Ombudsman Service. FSCL provides a free, independent dispute resolution service that may help investigate or resolve your complaint if we haven’t been able to resolve your complaint to your satisfaction. You can contact FSCL by Phone – 0800 347 257 or complaints@fscl.org.nz.