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Complaints Handling and Dispute Resolution Process

We have received your complaint and will be considering it following our internal complaints process. Once we have had opportunity to review your complaint we will let you know how we intend to resolve it. We may need to contact you to get further information about your complaint in order for us to properly review it.

We aim to resolve any complaints we receive as soon as practicable. 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 we propose to resolve it, you are welcome to contact Trustees Executors Limited (the Business Manager) or Financial Services Complaint Limited (FSCL) our chosen independent dispute resolution provider. FSCL will not charge a fee to investigate or resolve a complaint.

If you are an Australian resident, instead of complaining to FSCL you may contact the Australian Financial Complaints Authority (AFCA).

Time limits may apply to complaints to FSCL or AFCA. Consult the FSCL and AFCA websites for information on when the time limit relevant to your circumstances expires.

Trustees Executors Limited can be contacted at:

Trustees Executors Limited

Level 5, 10 Customhouse Quay

Wellington 6011

Telephone        (04) 495 0999

 

FSCL can be contacted at:

Financial Services Complaints Limited

PO Box 5967

Wellington 6140

Telephone        0800 347 257

Fax                   (04) 472 3728

Email               [email protected]

 

AFCA can be contacted at:

Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Telephone        1800 931 678

Email               [email protected]

Online              www.afca.org.au