Complaints Process

Constant improvement

We are always looking for ways to improve our service to you. If something has gone wrong or if you are unhappy with the advice or service provided, we want to know.

Please send an email to mike@mwfinancial.co.nz and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attached them to your email. 

When we receive your complaint, we will:

  • Acknowledge your complaint within 1-2 working days

  • Gather and evaluate information about your complaint

  • Respond to you within 20 working days

Dispute resolution process

If we cannot agree on how to resolve your complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve your complaint.

You can contact FSCL:

If you have any questions, please get in touch