Concerns or complaints

We really appreciate your feedback on all aspects of our service and will work with you to resolve any concerns as quickly as possible.

If there is a problem, or feel we have let you down in some way, we would like to know so we can help put it right.

How to get in touch

There are various ways you can contact us directly and securely:

• In person
  You can speak with your adviser in person, or if they are not available feel free to speak with the customer centre manager who will be happy to help.
  

• By phone
  You can call us directly on 0800 371 471
  

Our specialist customer centre staff can help resolve most queries and will be there to answer your call between 8.00am and 5.30pm, Monday to Friday. You can leave a message outside these hours and we will make sure we get back to you.

If you're calling from overseas you can reach us on +64 3 977 7956 (international call charges may apply), or fax us on +64 3 977 7901.

• By email
  You can email us on complaints@publictrust.co.nz
  

• Or write to us at
  Public Trust Customer Complaints
  PO Box 5067
  Wellington
  

What happens next?

Through our internal complaints process we will:

• Promptly acknowledge that we have received your complaint.
• Review your complaint and work to address your concerns as quickly as possible.
• If we have not been able to resolve your complaint within ten working days, we will contact you to update you on our progress and when you can expect to hear from us again.
• Complete our investigation and respond to you with our findings.
• If you are not satisfied with the complaint outcome we will escalate your complaint to our senior management team for review.

If we are still unable to resolve matters to your satisfaction, you may wish to contact our external dispute resolution provider the Insurance & Savings Ombudsman:

• Insurance and Savings Ombudsman
  If we are unable to resolve your complaint through our internal process, you may wish to refer your complaint to the Insurance and Savings Ombudsman or call on 0800 888 202 or 04 499 7612.
  Mail address:

  The Insurance and Savings Ombudsman
  P O Box 10 845
  Wellington.

If your complaint concerns the conduct of an Authorised Financial Adviser in relation to the Code of Professional Conduct for Authorised Financial Advisors, you can contact the Financial Markets Authority:

• Financial Markets Authority
  0800 434 566
  www.fma.govt.nz