COMPLAINT PROCESS

We aim to provide you with the best financial advice and/or service possible. But if you do have a problem, concern, or complaint about any part of our service, please let us know and we’ll do our best to make things right.

1.Address your complaint with your Financial Adviser to make sure they are aware of your concerns. To best enable us to resolve your complaint please lodge your complaint by clicking the button below. In most cases, we will endeavour to contact you within 24-48 hours. Please take the time to answer the following questions so we can make things right as soon as possible. Your complaint will go through our internal complaint handling process. You will receive an automatic email confirming that we have received your complaint which will outline how we handle your complaint and the expected time frames of handling the complaint.

2. If your complaint is not resolved by Step 1, you can call or email our Director – Jo Zhou by calling 027 5363888 or email jo@zurichfinance.co.nz. Jo will get back to you within 24 hours either with a solution or next steps.

3. If your complaint cannot be resolved through our internal complaints process in steps 1 and 2, we encourage you to refer to our independent disputes resolution scheme Financial Dispute Resolution Service (FDRS). This is a free, independent dispute resolution scheme.

FDRS can be contacted as follows:

Email: enquiries@fdrs.org.nz

Phone: 0508 337 337 www.fdrs.org.nz

This process may take a number of weeks as the procedure is overseen by an independent adjudicator.