Feedback, Compliments and Complaints

Your feedback

We'd like to know what's important to you, or what changes you'd like to see. You're welcome to get in touch, by:

or write to us at:

  • Public Trust Feedback
    PO Box 5067
    Wellington

To provide feedback about our website, please email webmaster@publictrust.co.nz

Concerns or complaints

We really appreciate your feedback on all aspects of our service and will work with you to resolve any concerns as quickly as possible.If there is a problem, or feel we have let you down in some way, we would like to know so we can help put it right.

How to get in touch

There are various ways you can contact us directly and securely:

In person

You can speak with your adviser in person, or if they are not available feel free to speak with the customer centre manager who will be happy to help.

By phone

You can call us directly on 0800 371 471

Our specialist customer centre staff can help resolve most queries and will be there to answer your call between 8.00am and 5.30pm, Monday to Friday. You can leave a message outside these hours and we will make sure we get back to you.If you're calling from overseas you can reach us on +64 3 977 7956 (international call charges may apply), or fax us on +64 3 977 7901.

By email

You can email us on complaints@publictrust.co.nz

Or write to us at

Public Trust Customer Complaints
PO Box 31543
Lower Hutt 5040

What happens next?

Through our internal complaints process we will:

  • Promptly acknowledge that we have received your complaint.
  • Review your complaint and work to address your concerns as quickly as possible.
  • If we have not been able to resolve your complaint within ten working days, we will contact you to update you on our progress and when you can expect to hear from us again.
  • Complete our investigation and respond to you with our findings.If you are not satisfied with the complaint outcome we will escalate your complaint to our senior management team for review.

If we are unable to resolve matters through our internal process, you may wish to contact our external dispute resolution provider, Financial Services Complaints Limited:

Freephone: 0800 347 257
Website:

www.fscl.org.nz

Mail address:

Financial Services Complaints Limited
PO Box 5967
Wellington 6145

If your complaint concerns the conduct of an Authorised Financial Adviser in relation to the Code of Professional Conduct for Authorised Financial Advisors, you can contact the Financial Markets Authority: