Complaints handling and disputes resolution

If you are not satisfied with our service or financial advice, please tell us as soon as possible.

Email: feedback@tmxadvice.co.nz
Call: 03 365 8625
Write to: PO Box 29521, Riccarton, Christchurch, 8440. 

When we receive a complaint:

• We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
• If we are unable to resolve your complaint to your satisfaction immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.
• We aim to provide a final decision within 10 working days of receiving a complaint. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint.
• We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.

If we are unable to resolve the complaint to your satisfaction, you can contact Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service.  FSCL provides a free and independent dispute resolution service that may help to investigate or resolve your complaint if we haven’t been able to do so to your satisfaction.

You can contact FSCL at:

Email: complaints@fscl.org.nz
Website: www.fscl.org.nz
Freephone: 0800 347 257