Complaints Process

Complaints Process

Concerns or feedback on our service?

Rothbury are always looking for opportunities to understand our clients better.  We appreciate when clients take the time to notify us of any concerns and are open to receiving your feedback on ways we can improve the service we deliver.

Improving our Service
Some complaints may be resolved immediately and others may require no action but every complaint is important and we review all complaints regularly to establish where there are opportunities to make your experience that much better in the future.

When a complaint is made that cannot be resolved immediately we will:

  • Record your complaint, you may be asked to complete a Complaint form
  • Acknowledge your complaint if a response is appropriate
  • Investigate and review your complaint
  • Propose a resolution where applicable

Our guide will help you understand these steps and what to expect when a complaint is made.

Complaints Process (Complaint Guide)

Complaint Form

If we cannot agree how to fix the issue, you can contact Financial Services Complaints Ltd (FSCL). They are an independent not-for-profit External Disputes Resolution (EDR) scheme approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution ) Act 2008.

This service will cost you nothing, and will help us resolve any disagreements.

You can contact Financial Services Complaints Ltd (FSCL) at:
PO Box 5967
Wellington 6011
Telephone (04) 472 3725

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