At Wilkinson we believe that having fair processes and systems for dealing with complaints and disputes is an essential part of good business practice.
We have, therefore, adopted robust complaint procedures and our staff are required to follow these procedures so that complaints can be dealt with properly.
If you have a complaint, please, follow the procedure listed below.
Complaints Procedure
Client complaints and disputes are to be handled in three (3) stages:-
FIRST; Wilkinson must try to resolve the issue in accordance with our internal complaints resolution system. This can be initiated by contacting your Account Manager, or by sending an email using this link, detailing your COMPLAINT.
SECOND; If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact Financial Services Complaints Limited (“FSCL”) (www.fscl.org.nz). This service will cost you nothing, and will help us resolve disagreements. You can contact FSCL at:
Address: P O Box 5697, Lambton Quay, Wellington 6145
Telephone Number: 0800 347 257
Email Address: info@fscl.org.nz
THIRD; You can report information or complain about the conduct of one of our brokers to the Financial Markets Authority, but in the event of a disagreement, you may choose to first use the dispute resolution procedures described above.