Regulations

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.

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.