Complaints Process
At Opes Partners, we are always looking for ways to improve the service we provide. If something has gone wrong, we want to know about it so we can make things right.
Step 1: Get in Touch
Please email us at compliance@opespartners.co.nz and include the following:
- A description of what has happened
- How you think we can resolve the issue
- Any supporting documents or correspondence that will help us understand your complaint
Step 2: What You Can Expect From Us
Once we receive your complaint, we will:
1. Acknowledge your complaint within two working days
2. Gather and evaluate all relevant information about your complaint
3. Provide a response within 10 working days
If it looks like we’ll need more time to investigate your concerns, we’ll let you know and keep you updated along the way.Step 3: Still Not Resolved?
If we are unable to resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service.
FSCL is an independent, not-for-profit, external dispute resolution service. Their role is to investigate and fairly resolve complaints. This service is free to you.
FSCL contact details:- Website: fscl.org.nz
- Phone: 0800 347 257
- Email: complaints@fscl.org.nz
- Post: FSCL, PO Box 5967, Wellington 6140