Compliments & Complaints
We appreciate all feedback both positive and negative.
If you would like to give us feedback please click here.
Should you have a complaint we want to ensure it is recognised, respected and handled in an appropriate manner.
If you would register a complaint please click here.
Ascentium, and anyone who gives financial advice on our behalf, have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice.
We are required to:
Give priority to your interests by taking all reasonable steps to make sure our advice isn’t materially influenced by our own interests
Exercise care, diligence, and skill in providing you with advice
Meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we have the expertise needed to provide you with advice)
Meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should, and give you suitable advice).
This is only a summary of the duties that we have. More information is available by contacting us, or by visiting the Financial Markets Authority website at https://www.fma.govt.nz.
Our complaints process
If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.
Please email or 0800 121 026. Chris will reply to you within 24 hours.
The internal complaints process is:
We will review the complaint and discuss with you how we will resolve this and obtain any additional information if required.
We aim to resolve our complaints in a timely manner and will indicate to you the time this compliant for take to resolve.
We will communicate with you in the method you prefer – phone, email or written.
If we cannot resolve this complaint in a manner which is acceptable then you can contact our free independent dispute resolution service below.
Our external complaints process is:
If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme Financail Services Complaints Ltd (FSCL). This service will cost you nothing, and will help us resolve any disagreements.
You can contact FSCL at:
Telephone: 0800 347 257
PO Box 5967, Wellington 6145