Complaints

If something goes wrong, here is the path.

You should never have to guess how to raise a concern. This page sets out the internal complaints process and the free external scheme that sits behind it.

Step 1: tell James

Raise your concern directly with James Li by email or phone. Describe what happened and what you would like to see happen next.

Email: james.li@certusnz.co.nz
Phone: 09 365 5918
Post: PO Box 26621, Epsom, Auckland 1344

Step 2: the internal process

Under Wealthpoint's public Terms of Service, complaints are handled through an internal process that aims to resolve them within 10 working days. Your complaint is acknowledged, investigated, and answered in writing.

Source: Wealthpoint Limited Terms of Service

Step 3: free, independent help

If your complaint cannot be resolved through the internal process, you can take it to the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). The IFSO Scheme is a free, independent external dispute resolution scheme. Its published contact details are:

Website: www.ifso.nz/
Phone: 0800 888 202 (within New Zealand)
Post: PO Box 10-845, Wellington 6143

IFSO Scheme details are as published by the scheme itself; please check its website for the current information.