Complaints Process
Our commitment
At NZSaver, we are committed to providing high-quality financial advice and services that put our clients in a better financial position. We are committed to handling all complaints fairly, transparently, and in a timely manner.
As part of this commitment, we take complaints seriously and view them as an important opportunity to improve our services and standards.
NZSaver is rebranded from WealthHQ and continues to operate under the same commitment to professionalism, transparency, and client-first outcomes.
If you believe we have not met our obligations, our disclosures, or the agreed Nature and Scope of Advice, we encourage you to let us know.
What is a complaint?
A complaint is any expression of dissatisfaction about:
- The service provided by an adviser
- Advice given or explanations provided
- Financial product outcomes
- Failure to meet disclosure obligations or agreed scope of advice
You do not need to use formal language for your concern to be treated as a complaint.
How to make a complaint
Making a complaint is free of charge and you may do so at any time.
Step 1: Contact your adviser
Step 2: Contact NZSaver directly
If you do not feel comfortable contacting your adviser, or if the issue is not resolved, you may contact NZSaver directly using the details below. You are always welcome to contact the Managing Director directly or include them in correspondence.
Contact details
- Phone: 021 424 027
- Email: andrew@nzsaver.co.nz
- Managing Director: Andrew Malcolm
Our complaints handling process
- We will acknowledge your complaint promptly.
- Complaints are handled internally with an open and impartial approach.
- We aim to resolve complaints to your satisfaction within 5 business days.
- If we are unable to resolve your complaint within this timeframe, we will:
- Explain why more time is needed
- Outline the steps being taken
- Provide an expected timeframe for resolution
We will keep you informed throughout the process. All complaints are recorded and reviewed to help us identify trends and improve our services.
If we cannot resolve your complaint
If you are not satisfied with our response, or we are unable to resolve your complaint after we have had a reasonable opportunity to do so, you may refer it to our independent dispute resolution scheme:
Financial Services Complaints Limited (FSCL)
- FSCL is an approved independent dispute resolution scheme for financial service providers in New Zealand.
- The service is free for customers.
Contact FSCL
- Website: www.fscl.org.nz
- Phone: 0800 347 257
You may contact FSCL at any time if you are dissatisfied with our handling of your complaint.
Regulatory information
NZSaver is a Financial Advice Provider (FAP) registered on the Financial Service Providers Register (FSPR) and is a member of Financial Services Complaints Limited (FSCL), in accordance with New Zealand regulatory requirements. Where NZSaver is used as a trading name, services are provided by the registered legal entity listed on the FSPR.