Compliance
Feedback & Complaints
If something isn't right, we want to know. Here's how to raise it — and what happens next.
First — talk to us
Most issues we can sort the same day if you raise them with us directly. Email [email protected] or ring Matt on 021 997 106 or Gareth on 021 997 150. Include what happened, when, and what you'd like us to do.
Our internal process
- Acknowledgement.We confirm we've received your complaint within two business days.
- Investigation. We look into what happened, talk to anyone involved, and gather the relevant documents. Most complaints resolve at this step.
- Response.We respond to you in writing within 20 business days with our findings and what we're doing about it. If it needs longer, we tell you why and when to expect a full response.
- Escalation.If you're not happy with our response, you can take the complaint to our external dispute resolution scheme — free of charge.
External dispute resolution
If we can't resolve your complaint to your satisfaction, you can refer it to Financial Services Complaints Limited (FSCL), our independent dispute resolution scheme. FSCL is approved by the Minister of Consumer Affairs and the service is free of charge to you.
FSCL contact details
- Phone:
- 0800 347 257
- Email:
- [email protected]
- Web:
- fscl.org.nz
- Postal:
- PO Box 5967, Wellington 6140
When you contact FSCL, give them the FSCL member number for the adviser you worked with so they can match the complaint to the right file:
- Matt Edwards (FAME NZ Limited) — FSCL member 9300
- Gareth King (MGLAC Enterprises Limited) — FSCL member 9290
What we promise
- To take every concern seriously, even small ones.
- To handle complaints confidentially.
- Not to charge you for raising or escalating a complaint.
- To learn from every complaint — they're how we get better.
