PSC Connect Life NZ is committed to providing its customers with excellent service, quality advice and products.

Step One                                                                                                                              

If you are unhappy with the service, advice or product provided by your Financial Adviser, please contact your Financial Adviser in the first instance to lodge a complaint with them.

They will acknowledge your complaint as soon as practical and try to resolve the matter directly with you.

Step Two                                                                                                                             

If you and your Financial Adviser can’t agree how to resolve the complaint, the Financial Adviser will refer it to PSC Connect Life NZ Compliance Manager for an independent review in accordance with PSC Connect Life NZ Internal Complaint and Dispute Resolution procedures.

If you’re unable to make contact with your Financial Adviser or wish to speak to someone else, please contact either:

National ManagerSteve Morris

steve@pscconnectlife.co.nz

021905911

Compliance ManagerDenise Bourdôt

dbourdot@pscconnect.co.nz

09 869 6676

Step Three                                                                                                                          

Internal Complaint and Dispute Resolution procedure:

  1. PSC Connect Life NZ Compliance Manager will acknowledge receipt of your complaint within five (5) working days;
  2. Your complaint will be thoroughly examined. All complaints are taken very seriously and PSC Connect Life NZ will make certain that all issues are considered carefully;
  3. The Compliance Manager will identify actions to try and fix the complaint and strive to respond and resolve your complaint within twenty (20) working days from the date they received notice of your complaint.
  4. If your complaint is more complex than first thought it may take longer than twenty (20) working days to resolve. PSC Connect Life NZ Compliance Manager will let you know the expected time it will take to resolve your complaint and will provide you with regular updates.

Step Four                                                                                                                             

If your complaint remains unresolved, or you’re not happy with the outcome you can refer the matter to Financial Services Complaints Ltd (FSCL).

PSC Connect Life NZ and its Financial Advisers are all members of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs. There is no cost to you to use their services.

There are various ways to contact them:

Financial Services Complaints Ltd
PostEmail

Phone

Website

PO Box 5967 Wellington 6140info@fscl.org.nz or complaints@fscl.org.nz

0800 347 257

www.fscl.org.nz

You can download a Complaint Form from https://www.fscl.org.nz/complaints/complaint-form