Somerset Smith Partners > Complaints Process

Complaints Process

Somerset Smith Partners takes complaints very seriously and will endeavour to resolve a complaint as soon as possible and to all parties’ satisfaction.

So, if you have a problem, concern, or dissatisfaction about any part of our service, please tell your Adviser in the first instance. If your Investment Adviser is unable to resolve your complaint or you do not want to contact them, you can contact our Compliance Manager. Whoever you contact, rest assured we will endeavour to resolve your concerns.

You should make your complaint in whatever medium you feel most comfortable communicating in e.g. telephone, email or by written letter.

If you prefer to contact our Compliance Manager, Mike Waiting his details are:

Address:                 PO Box 90, Napier 4140

Telephone:              +64 (06) 835 3126

E-Mail:                    mike@somsmith.co.nz

 
Our Internal Complaints Process

We will acknowledge receipt of your complaint within 2 business days.

Your complaint will be reviewed and provided we have the information we need, we will provide a formal written response within 30 days. If more time is needed, we will contact you to agree on a reasonable timeframe.

If between us, we cannot agree as to how to resolve your complaint, we will refer the matter to Financial Services Complaints Limited (FSCL). Alternatively, if you do not wish to use our internal complaints process you can contact FSCL. This service will cost you nothing and will help both parties resolve any disagreement.

Contact details are:

Address:                 PO Box 5967, Lambton Quay, Wellington 6145

Telephone:              0800 347 257

E-mail:                   complaints@fscl.org.nz

FSCL is an independent dispute resolution scheme that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

 

About Somerset Smith

"A proven record of assisting investors create and maintain wealth"

Somerset Smith Partners is an NZX firm with offices in Napier and Havelock North.

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