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Our Complaints Process

Rothbury Wilkinson believe that having fair processes and systems for dealing with complaints and disputes are 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:-

  1. 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 detailing your complaint.
  2. 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”) (  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
  3. 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.