Complaints Process

Our Internal complaints process

We strive to provide an exceptional service to our clients. However, sometimes things don’t always go right. 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.

Please contact the team member concerned or our internal complaints manager Kathryn Alborough who can be reached via email at kathryn@castletrust.co.nz or 03 528 4184. We will reply to you within 2 working days.

The internal complaints process is:

  • To review the complaint and discuss with you how we will resolve this and obtain any additional information if required.
  • To resolve any complaint in a timely manner. We will attempt to respond to you within one week.
  • To communicate with you in the method you prefer – phone, email or post.

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 you can contact Financial Services Complaints Limited (FSCL). This service will cost you nothing and will help us to resolve any disagreements.

You can contact FSCL at:

Address: PO Box 5967, Lambton Quay, Wellington 6145

Telephone number: 0800 347257

Email address: info@fscl.org.nz

To see what this means for you, book a free 15 minute phone call now