If you are not satisfied with the financial adviser service that you have received from us, please contact your adviser and we will make every effort to reach a resolution with you as quickly as possible.
Our internal complaints process allows your complaint to be escalated to our Compliance Manager. The Compliance Manager will then investigate your concerns to ensure that any issue is dealt with as quickly as possible and fairly.
We encourage you to put your complaint to us in writing, however, you may also complain to us by either telephone, fax or email to our Compliance Manager at the details below:-
JBWere
The Compliance Manager
PO Box 2085
Shortland St
Auckland
Facsimile 09 357 3248
complaintsnz@jbwere.co.nz
We will send you an acknowledgment of your complaint within 5 business days and provide a response to you within 40 days of your complaint being made.
Should you not agree with our response to your concerns, you may choose to refer the matter to Financial Services Complaints Limited (“FSCL”) which is the independent dispute resolution provider for JBWere (NZ) Pty Ltd and its related companies, JBWere (NZ) Nominees Ltd and Margin Lending (NZ) Ltd.
FSCL can be contacted by emailing info@fscl.org.nz or calling on 0800 347 257 and there is no charge to you to access this service.
Full details of FSCL can be found on their website www.fscl.org.nz
