Complaints Process
Let us solve your problem
If you wish to raise a complaint or require clarification regarding any of our actions, please don’t hesitate to reach out. We are committed to addressing your concerns promptly and effectively.
Our priority is to support you with your financial matters, and if you feel we have fallen short in any way, you can trust that our team will be fully dedicated to resolving the issue.
- Your best first call is to talk to your consultant directly. You will find the contact details on our contact page.
- When we receive your complaint, we will: Acknowledge your complaint within two working days, Gather and evaluate information about your complaint, and Respond to you within 15 working days
- If you are still not 100% satisfied, please contact your consultant’s manager on fintax@xtra.co.nz . The manager will take up your concerns.
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If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs. FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).
FSCL’s contact details are: fscl.org.nz
0800 347 257
FSCL, PO Box 5967,
Wellington 6140.
