Complaints

We aim to deliver great products and services for investors and advisers, but if you have any issues or concerns, we have a process in place to resolve those.

How to complain

Complaints can be raised by:

• Emailing us at complaints@consilium.co.nz.
• Calling us on 0800 KIWI WRAP (0800 5494 9727) or 03 353 1007
• Monday to Friday between 8:00am and 5:00pm.
• Mailing us at Consilium, Attn: GM – Legal, Risk and Compliance, PO Box 1106, Christchurch 8140
• If applicable, contacting the Consilium employee you usually deal with.
  
  

Process

We will acknowledge your complaint and investigate it in a fair, timely and transparent manner in accordance with our complaints process. We aim to resolve complaints within 10 business days.

If you are unhappy with our proposed outcome, you may ask for your complaint to be referred to the Consilium General Manager – Legal, Risk and Compliance. 

  
If the matter is unresolved, you can also contact our Supervisor, Trustees Executors Limited, at:
Email: complaints@trustees.co.nz
Phone: 0800 878 783 during normal business hours
Mail: Trustees Executors Limited, PO Box 4197, Auckland 1140 

External Dispute Resolution Scheme

We are a member of the Insurance and Financial Services Ombudsman (“IFSO”) dispute resolution scheme. If you are not happy with the handling of a complaint or the resolution offered, you can refer your complaint to IFSO. The IFSO scheme is a free and independent service. More information about the IFSO complaints process can be found at https://www.ifso.nz/complaints#our-step-by-step-complaints-process.  

You can contact IFSO in the following ways
Website: https://www.ifso.nz/make-a-complaint
Phone: 0800 888 202 during normal business hours
Postal address: PO Box 10-845, Wellington 6143, New Zealand