Our complaints process

Your satisfaction is important to us

If you are not satisfied with the service you have received from Forsyth Barr and want to make a complaint, please contact your Investment Adviser in the first instance.

If you don’t want to contact your Investment Adviser directly, or you aren’t sure who to contact, get in touch with us with the details of your complaint.

You can,

• complete an online form;
• email the Forsyth Barr Compliance Manager at compliance@forsythbarr.co.nz;
• phone us on 0800 367 227; or
• write to us, addressing your letter to: The Compliance Manager, Forsyth Barr, PO Box 97, Shortland Street, Auckland 1140.

We will acknowledge that we received your complaint as soon as possible but no later than after 2 days of receipt.

Complaints process overview

Your satisfaction is important to us.

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,

• email at complaints@fscl.org.nz;
• phone on 0800 347 257; or
• mail to: Financial Services Complaints Limited, PO Box 5967, Wellington 6140.

For more information about FSCL see their website: www.fscl.org.nz