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COMPLIMENTS, CONCERNS & COMPLAINTS
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| We do our very best to maintain a high standard of customer satisfaction by providing our clients with the
best possible experience. If we have exceeded your expectations, or you feel you have not received the standard
of customer service you would expect please contact us.
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How to Express Your Compliments and Concerns
If you need help or have any compliments, concerns or suggestions, please let us know. We like to hear what you
have to say about our service, products and online facilities. We always endeavour to address any comments made
by you. Please email us using the website feedback form and choose the
appropriate subject – this will assure your email goes to the correct person!
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How to Raise a Complaint
Should you decide to raise a complaint with us, we encourage you to put your complaint in writing. When raising
a complaint, the following details are of use in helping us address the matter:
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Your name;
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Contact details;
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Account number;
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Nature of complaint;
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Persons involved; and
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What resolution you are looking for
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Again please email us using the website feedback form and select the ‘I
want to make a complaint’ subject line.
You could also contact us
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By mail - Attention: The Client Relationship Manager, Direct Broking Limited, PO Box 1790, Wellington, New Zealand
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By fax - 04 498 7064
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We will acknowledge receipt of your complaint within 2-3 business days. Every effort will be taken to
resolve your complaint as soon as possible. Depending on the nature of the issue this may take up to 30 days.
How we investigate your complaint
We have an internal complaints process. This process has been established so that your complaint is dealt with
efficiently and fairly. Complaints are monitored in an endeavour to improve the quality of our products and
services.
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