If you are not satisfied with our financial advice services, you can make a complaint by emailing ComplaintsNZ@jbwere.co.nz, or by calling 0800 555 555 or +64 9 927 1200. You can also write to us at PO Box 2085, Shortland St, Auckland 1010.
When we receive a complaint, we will follow our internal complaints process:
- If possible to resolve your complaint to your satisfaction on the spot, we will do so.
- We will immediately notify our Head of Advisory and the Head of Legal, Risk and Compliance who will ensure that the matter is notified and assessed accordingly.
- If we are unable to resolve your complaint within 2 working days of receiving it, then we will contact you to formally acknowledge your concerns and let you know how we intend to resolve them before the end of the second working day.
- We may need to contact you to get further information about your complaint to help us understand your concerns and how best to resolve them.
- We aim to resolve complaints within 20 working days of receiving them. If we cannot, we will contact you within that time to let you know we need more time to consider your complaint and work out how best to resolve it for you.
You will be contacted by phone or email to let you know how we propose to resolve or otherwise deal with your complaint.