We appreciate the opportunity to address any complaints.
Your satisfaction is important to us.
If you are not satisfied with the service you’ve received from the Summer KiwiSaver scheme and want to make a complaint, please contact your financial adviser in the first instance.
If you don’t want to contact your financial adviser directly, or you aren’t sure who to contact, get in touch with us with the details of your complaint:
Summer KiwiSaver scheme
Private Bag 1999
Phone: 0800 11 55 66
Alternatively you can write to the Compliance Manager:
The Compliance Manager
Forsyth Barr Limited
Level 23, Shortland & Fort
88 Shortland Street
Phone: 0800 367 227
or contact our Supervisor:
Trustees Executors Limited
Level 11, 51 Shortland Street
PO Box 4197
Phone: 0800 878 783
Complaints process overview
We will listen carefully and seek to establish all the relevant facts. We may need to ask you for some information in writing.
We will carefully consider the complaint and how you propose we may resolve the matter. Sometimes we will be able to resolve your complaint to your satisfaction quite quickly. On occasion though it may take us a little longer to investigate and respond to you. We will do our best to resolve a complaint within 20 business days. If it will take us longer, we will let you know why and how much more time we need.
Dispute resolution service
If you are not happy with our response to your complaint, you may refer the matter to Financial Services Complaints Limited (“FSCL”). FSCL is a dispute resolution scheme that is approved by the Ministry of Consumer Affairs. FSCL provides a free, independent dispute resolution service, and they may help to investigate or resolve your complaint if you were not satisfied with our response.
You can contact FSCL by:
Phone: 0800 347 257
Financial Services Complaints Limited
PO Box 5967, Wellington
For more information about FSCL see their website.