Internal Complaints Process:

If you are not satisfied with our financial advice service, you can make a complaint by:

• Emailing: admin@efsnz.co.nz

• Calling: 07 282 0791

• Write to us at: PO Box 1132 Cambridge, 3450.

• Use our feedback button below

When we receive a complaint, we will consider it following our internal complaints process:

• We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

• We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.

• We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

Our External Complaints Process

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme – Insurance & Financial Services Ombudsman Scheme Inc (IFSO). Insurance & Financial Services Ombudsman Scheme (IFSO) provides a free, independent dispute resolution service that may help investigate or resolve your complaint.

Their contact details are:

• Insurance & Financial Services Ombudsman Scheme (IFSO) by emailing info@ifso.nz

• or by calling: 0800 888 202

• You can also write to them at: IFSO, PO Box 10845, Wellington 6143