Complaints

Your feedback is very important to us. If you’d like to provide feedback or feel that we’ve let you down in any way, we’d like to know about it so we can do our best to resolve things.

NZHL has a 3 stage complaints process for this purpose:

  1. Start with your NZHL Franchise – If you have a problem or concern, please talk to your financial adviser or the Franchise they work for. NZHL Franchise contact details can be found here on our website. The Franchise will acknowledge your complaint within 2 working days and outline the next steps, with the aim of making a final decision within 10 working days of receiving your complaint.
  2. If you are not happy with how your NZHL Franchise has proposed to resolve your complaint or handled your complaint, you can complete and submit this NZHL complaints form, email us at [email protected] or call us on 0800 332 837. This will escalate your complaint to the NZHL Support Office (as the licensed Financial Advice Provider) who will review your complaint and endeavour to find a resolution with you on behalf of the NZHL Franchise.

We will acknowledge your complaint within 2 working days. We may contact you to get further information about your complaint. NZHL aims to make a final decision within 10 working days of receiving your complaint. Sometimes more time will be required, however we will keep you updated throughout the process.

  1. If you are still not happy with the resolution provided or with the way your complaint was handled by NZHL or the Franchise, you can refer your complaint to NZHL’s nominated disputes resolution service, Financial Services Complaints Limited (FSCL).

FSCL is a Financial Ombudsman Service and is free for NZHL and Franchise clients. This service may help to investigate or resolve your complaint. For details of the service they provide please visit www.fscl.org.nz.

FSCL can be contacted at: Phone – 0800 347 257 email – [email protected] Post – Financial Services Complaints Limited, PO Box 5967, Wellington 6140.