Complaints

How to make a complaint

If you are not satisfied with the financial advice service received by me, you can make a complaint by sending an email to anita.liang@marsinsurnace.co.nz.

What happens next

If we receive a complaint, we are obliged to consider it following the Wealthpoint complaints process.

• We will let you know how we intend to resolve the complaint. We may contact you to obtain further information about it.
• We aim to resolve complaints within 10 working days of receiving them. If that is not possible, we will contact you within that time to let you know more time is needed.
• We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

External dispute resolution

If your complaint cannot be resolved, or you are not satisfied with the proposed resolution, you can contact IFSO.

IFSO provides a free, independent dispute resolution service that may help investigate or resolve your complaint if it has not been resolved to your satisfaction.