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 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 will not charge a fee to you for investigating or resolving a complaint.
You can contact FSCL by:
Phone: 0800 347 257
Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service
PO Box 5967, Wellington
For more information about FSCL see their website.