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:
- Your name;
- Contact details;
- Account number;
- Nature of complaint;
- Persons involved; and
- What resolution you are looking for
To submit your complaint, please use the feedback form above and select the ‘I want to make a complaint’ subject line.
You could also contact us
By mail - Attention: Compliance, Direct Broking, PO Box 1118, Wellington, New Zealand
By email - firstname.lastname@example.org
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.
If we are unable to agree the outcome with you, you may contact Financial
Services Complaints Limited (FSCL) who may be able to undertake an independent
review of what we've decided to do. FSCL isn't able to consider all types of
complaints - see the FSCL website for more
information. You can contact FSCL via their website or write to them at
Financial Services Complaints Limited, PO Box 5967, Wellington 6145.
Note: do not use this facility to notify Direct Broking of a change of account
information. Instead, please go to the Download Forms page and download the appropriate Account Information Update form.