If you have a problem, concern or complaint about any part of our advice or service please tell us so that we can try to fix the problem.  Our internal complaints manager is Lorinda Harrington who can be reached via email: lorinda@thebroker.co.nz or 0272423211.  Lorinda will reply to you within 5 working days.

Our internal complaints process is:

• We will review the complaint and discuss with you how we will resolve this and obtain any additional information if required.

• We aim to resolve our complains in a timely manner and will indicate to you the time this complaint will take to resolve.

• We will communicate with you in the method you refer- phone, email or written.

If we cannot resolve this complaint in a manner which is acceptable then you can contact our free independent dispute resolution service.

Our External Complaints Process is:
If we can not agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme – Financial Dispute Resolution Service.  This service will cost you nothing, and will help us resolve any disagreements.

You can contact Financial Dispute Resolution Service:
In writing -   P O Box 2272, Wellington 6140
By email – enquiries@fdrs.org.nz
By Phone – 0508 337337