Complaints Process

Let us solve your problem

If you wish to raise a complaint or require clarification regarding any of our actions, please don’t hesitate to reach out. We are committed to addressing your concerns promptly and effectively.

Our priority is to support you with your financial matters, and if you feel we have fallen short in any way, you can trust that our team will be fully dedicated to resolving the issue.

• Your best first call is to talk to your consultant directly. You will find the contact details on our contact page.
• If you are still not 100% satisfied, please contact your consultant’s manager on fintax@xtra.co.nz . The manager will take up your concerns.
• If this does not address your complaint fully, your next step is Financial Services Complaints Ltd (FSCL), the external dispute resolution scheme for our industry. This independent body is approved by the Ministry of Consumer Affairs. Complaints to FSCL need to meet certain criteria.