We are committed to continually improving the quality of our service. If you are dissatisfied or believe something has gone wrong, we encourage you to let us know so we can address the issue promptly.

​Please email us at emma@ebfa.co.nz, outlining the nature of your complaint and how you believe it could be resolved.

To assist our review, include any relevant documents or correspondence with your email.

Upon receipt of your complaint, we will:

• acknowledge it within two working days;

• gather and assess all relevant information;

• provide you with a response within 20 working days.

 

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). FSCL is an independent external dispute resolution scheme approved by the Minister of Consumer Affairs. FSCL’s role is to investigate complaints and facilitate fair and impartial resolutions. Their service is free of charge.

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FSCL contact details:

• Website: fscl.org.nz

• Phone: 0800 347 257

• Email: complaints@fscl.org.nz

• Postal address: FSCL, PO Box 5967, Wellington 6140