Complaints Process

Our Internal Complaints Process

If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem. Our internal complaints manager is Hien Thu Thi Nguyen (also known as Lillian Nguyen) who can be reached via email at lillian@mintfinancial.co.nz or 029 020 79689. Lillian will reply to you within 5 working days.

Our internal complaints process is:

We will review the complaint and discuss with you how we will resolve this and obtain any additional information if required.

We aim to resolve your complaints in a timely manner and will indicate to you the time this complaint take to resolve.

We will communicate with you in the method you prefer – phone, email or written.

If we cannot resolve this complaint in a manner which is acceptable, then you can contact our free independent dispute resolution service.

Our External Complaints Process

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme – Financial Services Complaints Limited (FSCL) - A Financial Ombudsman Service. This service will cost you nothing and will help us resolve any disagreements.

You can contact FSCL:

In writing: PO Box 5967, Wellington 6145

By email: complaints@fscl.org.nz

By telephone: 0800 347 257