Complaints handling and dispute resolution
If you are not satisfied with our financial advice service you can make a complaint by emailing firstname.lastname@example.org or by calling 0800 225 621. You can also write to us at 7c Hall Street, Cambridge 3434.
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.
If we can't resolve your complaint, or you aren't satisfied with the way that we propose to do so, you can contact the Insurance and Financial Services Ombudsman (IFSO) at 0800 888 202, or by filling in the form at their website at www.ifso.nz. Or you can contact them at IFSO Scheme, PO Box 10-845, Wellington 6143.
IFSO provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven't been able to resolve your complaint to your satisfaction.
This disclosure information in available in writing on request
Moneyworks NZ Ltd and our financial advisers have duties when we give financial advice, under the Financial Markets Conduct Act 2013 relating to the way that we give advice.
We are required to:
give priority to your interests by taking all reasonable steps to make sure our advice isn't materially influenced by our own interests
exercise care, diligence, and skill in providing you with advice
meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we have the expertise needed to provide you with advice)
meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we treat you as we should, and give you suitable advice.)
This is only a summary of the duties that we have. More information is available by contacting us, or by visiting the Financial Markets Authority website at www.fma.govt.nz.
Conflicts of Interest and Incentives
All our financial advisers undergo regular training about how to manage conflicts of interest.
We maintain registers of conflicts of interests, and the gifts and incentives we receive. Moneyworks monitors these registers and provides additional training where necessary.
We regularly audit our processes and procedures to ensure that we are doing what we say we are going to do.