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Tonkin Financial Services Complaints Process

Tonkin Financial Services is committed to providing expert advice and service. We greatly value feedback from our clients and should you have a complaint, will respond swiftly and comprehensively to address your concerns.

We have a formal internal disputes process in place – details below. We are also a member of external disputes resolution provider, Financial Disputes Resolution Service, to which a complaint can be referred to in the event that we are unable to resolve it.

Our Internal Complaints Policy and Process

Please see below our Internal Complaints Policy and Process and contact details for our Complaints Officer.

Our Complaints Policy
Our Company policy is to resolve client complaints relating to our services in a fair, timely and transparent manner.

We regard a complaint as being an expression of dissatisfaction by you or to a person engaged by you, relating to our service (including any regulated financial advice given to you or on your behalf), or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. A complaint includes a complaint about a failure to provide a service or give advice.

Our Process for Dealing with Complaints.

  • A record will be kept of all complaints and any action taken in relation to them including the dates on which each complaint was received, and any action was taken in relation to that complaint.
  • Acknowledgement of the complaint will be provided within 3 business days.
  • A verbal or written response will be completed within 10 working days.

To lodge a complaint with Tonkin Financial Services, please contact us at these details:

Tonkin Financial Services Ltd

Email: info@tonkinfinanicial.co.nz

Phone: 09 308 2412

Address:Level 2/48-52 Wyndham St, Auckland

Financial Disputes Resolution Service

If any complaint remains unresolved then you can refer your complaint to a FREE Dispute Resolution Service. The Dispute Resolution is Financial Dispute Resolution Scheme and can be contacted at:

Financial Dispute Resolution Service
Free phone: 0508 337 337
International Calls: If you are calling from outside New Zealand, call +64 4 910 9952
Freepost 231075
PO Box 5730
Wellington 6145
e: enquiries@fdrs.org.nz
w: www.fdrs.org.nz

Our Disclosure Statement also outlines what to do if you have a complaint. Our disclosure statement is available here.

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