Complaints
Our complaints process
We want to hear if something has not gone the way it should. Here is how to raise a complaint and what happens next.
How to make a complaint
If you have a concern, please contact our complaints manager, Nathan Morgan-French. You can get in touch by phone on 0274 66 77 80, by email at nathan@thegoodbroker.co.nz, or in writing to Office 2, 18 Tawa Street, Mount Maunganui 3116, New Zealand.
What happens next
We will acknowledge your complaint within two business days.
We aim to resolve complaints within 10 working days. If we need longer, we will tell you why and keep you updated.
We will keep you informed of progress and let you know the outcome and the reasons for it.
If we cannot resolve it together
If we cannot resolve your complaint, you can contact Financial Services Complaints Limited, an independent dispute-resolution service that is free to clients.
- Financial Services Complaints Limited
- Phone: 0800 347 257
- Email: complaints@fscl.org.nz
- Website: fscl.org.nz
- Postal address: PO Box 5967, Wellington 6011