Guardian Trust complaints process:
If you are not satisfied with the service you have received from Guardian Trust please contact us in the first instance. We have an internal complaints process. We endeavour to resolve all disputes quickly and fairly, and at your first point of contact. If we are unable to do so, we will set out for you the steps we will take to find a solution and the timeframe in which you can expect the matter to be resolved. You may contact us to make a complaint by telephone, by email, in person or in writing to the General Manager – Corporate Trusts or:
Telephone:
0800 300 299
Post:
General Manager – Corporate Trusts
Guardian Trust
Level 6
191 Queen Street
PO Box 274
Auckland 1140
We are also a member of an external, independent dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Consumer Affairs.
If we cannot agree on how to resolve your issue, you can refer the matter to FSCL by emailing info@fscl.org.nz, calling FSCL on 0800 34 72 57, by contacting the Complaint Investigation Officer, Financial Services Complaints Limited, Level 4, 101 Lambton Quay, Wellington 6145 or by post at PO Box 5967, Wellington 6145. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL.
