Feedback

Rant or rave, we’d love to hear your feedback.

If you have feedback about our services, if you’d like to share your appreciation of the service you’ve experienced or if you feel we have let you down in some way, we’d love to hear from you.

I have a compliment I have a concern

By providing feedback to Public Trust I understand that my information will be handled in accordance with Public Trust’s Privacy Policy and the Privacy Act 1993.


Alternatively, get in touch with us

In person

You can make an appointment to speak with your adviser in person or ask to speak with the customer centre manager, who will be happy to help. Find your local centre.

Call us directly on 0800 371 471

Our specialist customer centre staff can help resolve most queries and are available to answer your call between 8.00am and 5.30pm, Monday to Friday.

You can also leave a message outside these hours, and we will call you back. This will usually be within the next business day.

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.

Email us at feedback@publictrust.co.nz

Write to us

Public Trust Customer Feedback
PO Box 13 853
Christchurch 8140


What happens next?

We take your feedback seriously. If something wasn’t as good as it should have been, we’d like to put things right. We promise to:

  • promptly acknowledge that we have received your feedback or concern
  • work with you to address your complaint as quickly as possible
  • aim to resolve your complaint within 10 working days.

If you are not satisfied with the outcome, you have the option to escalate the matter to our senior management team for further review.

What if you're still not happy with the outcome?

Occasionally, disputes prove difficult to resolve. If we can’t come to a resolution, this is called reaching deadlock. You can request a letter of deadlock from us if you feel we’ve reached this stage.

Process for handling customer concerns

If we’ve reached deadlock, you do have the option of contacting our external dispute resolution provider, Financial Services Complaints Limited. We abide by the ruling of FSCL on all customer cases.

Financial Services Complaints Limited (FSCL) can be contacted on:

0800 347 257
www.fscl.org.nz
Financial Services Complaints Limited
PO Box 5967 
Wellington 6145