We're With You

 Like all Kiwis, our team is doing their part to fight against COVID-19. We are currently working under the current alert level restrictions but we are as available as ever for our members in this stressful time. If you have any questions or concerns about your investments, you can get in touch with us here


Complaints & Disputes

Complaints Process

If you have a problem, concern, or complaint about any part of FANZ’s service, please contact us so we can try to fix the problem.

Contact us by:

You can also write to us at:

The Executive Director, FANZ Private Wealth, PO Box 5038, Papanui, Christchurch

When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

  • We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.

  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we
    propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact the Banking Ombudsman.

Dispute Resolution Process  

Banking Ombudsman

We’re a member of the independent dispute resolution scheme run by the Banking Ombudsman.

If you feel we haven't resolved your concern satisfactorily, you can seek independent assistance from the Banking Ombudsman. The Banking Ombudsman will not charge a fee to investigate or resolve a complaint.

You can contact The Banking Ombudsman Scheme:

You can also contact The Banking Ombudsman Scheme by mail at:

Freepost 218002, PO Box 25327, Featherston Street, Wellington 6146