XBX - Disclosure
Complaints
What you need to know about making a complaint
If you are not happy with our service or wish to make a complaint please contact Lisa or Sonja directly via phone or email.
We have an internal complaints process and want to deal with your concerns promptly and fairly. We aim to respond within 5 working days from the date of receipt.
If you feel that your complaint has not been resolved, you then have the option to take your complaint to an independent dispute resolution service.
We belong to the Financial Dispute Resolution Service (FDRS). This is a free service.Their contact details are as follows:
Freephone: 0508 337 337
Email: enquiries@fdrs.org.nz
Post : Freepost 231075
PO Box 2272
Wellington 6140
Website: https://fdrs.org.nz/
You also have the right to address your complaint to the Financial Markets Authority (FMA).
Details of the FMA complaints process are available on the FMA website at