Regulations
We are regulated by the Financial Markets Authority. This means we meet code of conduct requirements in prioritising clients' interests, exercising care, diligence and skill and meeting standards of ethical behaviours.
Reforming Financial Services
The Financial Markets Authority (FMA) is effectively legislating against legacy practices which have not always been in the clients best interests.
Advisers' Legal Duties and Standards
Licensed advisors in New Zealand must meet legal duties to meet standards of competence, knowledge and skill.
Adhering to high levels of competence, financial knowledge and having our clients’ best interest at heart is part of our DNA.
We are free, without fear or favour, to act in our clients’ best interests.
Conflicts of interest are a major concern in the advisory space, and those who have conflicts need to declare how they manage them. Historically, conflicts of interest have compromised advice.
We have none.
We are independent financial planners focusing on Investing.
Complaints Procedure
At Strategic Financial Planning we are committed to providing high-quality financial advice and treating our clients fairly. We take all complaints seriously and aim to resolve them promptly and transparently. Our complaints procedure outlines how we handle complaints in line with New Zealand regulations, including our obligations under the Financial Markets Conduct Regulations 2014 and the standard conditions of our Financial Advice Provider licence issued by the Financial Markets Authority (FMA).
A complaint is any expression of dissatisfaction about our financial advice services where you expect a response or resolution. This could include concerns about the advice provided, our processes, or how we have handled your personal information.
We encourage you to contact us as soon as possible if you have a concern. You can lodge a complaint by contacting Simon Walmisley:
- Email: simon@strategicfp.co.nz
- Phone: 02728849774 (available during business hours: Monday to Friday, 9am–5pm)
- Post: 29 Kiteroa Place, Cashmere, Christchurch, 8022
- In Person: If applicable, at our office: Level 1, 69 Corsair Drive, Wigram, Christchurch, 8042.
Please provide as much detail as possible, including your contact information, the nature of your complaint, any relevant dates or reference numbers, and supporting evidence. This will help us investigate efficiently. If you need assistance lodging a complaint (e.g., due to language barriers, disability, or vulnerability), please let us know, and we will provide support.
- Acknowledgement: We will acknowledge your complaint in writing (usually via email) within 2 working days of receipt, or as soon as practicable if that is not possible. This acknowledgement will include:
- An overview of our internal complaints process.
- Information about our external dispute resolution scheme.
- Investigation: We will investigate your complaint fairly and impartially. This may involve reviewing records, speaking with relevant staff, and contacting you for additional information if needed. We treat all complaints confidentially and in accordance with our privacy policy.
- Timelines: We aim to resolve complaints within 20 working days. If it will take longer (e.g., due to complexity), we will provide you with an update, explain the reasons, and give an estimated resolution date. We will keep you informed throughout the process.
- Outcome: Once our investigation is complete, we will provide you with a written decision explaining our findings, any actions we will take (such as remediation if appropriate), and the reasons for our decision.
- Records: We maintain records of all complaints to help improve our services and ensure compliance with regulatory requirements.
If your complaint is resolved to your satisfaction before we provide a formal outcome, no further action is needed.
If you are not satisfied with our response or the way we have handled your complaint, you have the right to escalate it to our independent dispute resolution scheme. This service is free, independent, and can help investigate or resolve the issue.
- Scheme Name: Financial Services Complaints Limited (FSCL)
- Contact Details:
- Phone: 0800 347 257
- Email: complaints@fscl.org.nz
- Website: www.fscl.org.nz
- Post: PO Box 5967, Wellington 6140
You can contact the scheme at any time, but they may encourage you to complete our internal process first. There are time limits for referring complaints to the scheme (usually within 2–6 months of our final decision – check with the scheme for details).
If your complaint relates to a breach of regulations, you can also contact the Financial Markets Authority (FMA) directly:
- Website: www.fma.govt.nz/contact/make-a-complaint
- Phone: 0800 434 566
We regularly review our complaints process to ensure it remains effective and compliant. If you have feedback on this procedure, please let us know.
Disputes Resolution Scheme
If we cannot resolve the complaint you can contact our Disputes Resolution Scheme who will provide a free and independent dispute resolution service that will seek to investigate or resolve your complaint if we have not been able to do so.
Do you fit our client profile?
Our clients are at the heart of everything we do.
In order to work with you we’ve got to understand your needs and be on the same page to recommend an investment portfolio to you.
If you fit our profile, it's time to talk to us.
Do you accept a degree of volatility for the reward or better returns over time?
Do you have between $200,000 and $4 million to invest?
Do you live between "fear and greed" and have a holistic approach to investing?
Are you a New Zealand citizen or permanent resident?