If you are not satisfied with the service you have received from Guardian Trust you should contact us in the first instance. We have an internal complaints process. We endeavour to resolve all disputes quickly and fairly, and at your first point of contact. If we are unable to do so, we will set out for you the steps we will take to find a solution and the timeframe in which you can expect the matter to be resolved. You may contact us to make a complaint by telephone, by email, in person or in writing to your local branch or:
| Telephone: | 0800 87 87 82 |
| Email: | charter@nzgt.co.nz |
| Post: | Complaints Register Co-ordinator Guardian Trust Vero Centre 48 Shortland Street PO Box 1934 Auckland 1140 |
Alternatively you can contact Guardian Trust’s Managing Director John Botica at the address above.
We are also a member of an external, independent dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Consumer Affairs. We have 40 days to resolve your complaint.
If we cannot agree on how to resolve your issue, you can refer the matter to FSCL by emailing info@fscl.org.nz, or calling FSCL on 0800 34 72 57, or by contacting the Complaint Investigation Officer, Financial Services Complaints Limited, Level 13, 45 Johnston Street, Wellington 6145. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL.
Complaints relating to Guardian Trust Group Investment Funds offered by an investment statement can also be addressed to the statutory supervisor, Public Trust, 141 Willis Street, Wellington 6011, or PO Box 5067, Wellington 6145, or telephone (04) 978 4497.
There is no ombudsman to whom complaints about your investment may be made.
