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Complaints Process

Disputes and Complaints

At Pension Transfers, we are committed to providing quality advice. We greatly value feedback and encourage clients to register comments or complaints, so that we can address any concerns and continue to improve our service where required.

We respond swiftly to concerns or complaints using our internal process. We are also a member of external-disputes resolution provider, Insurance & Financial Services Ombudsman.

If you are not satisfied with our financial advice service you can make a complaint by emailing ATT: Complaints – Mark Solomon, or by calling 04 939 0800. You can also write to us at: Pension Transfers Complaints, Mark Solomon, PO Box 31519, Lower Hutt 5012.

When we receive a complaint, we will consider it using our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Insurance & Financial Services Ombudsman.

Insurance & Financial Services Ombudsman provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven’t been able to resolve your complaint to your satisfaction.

You can contact Insurance & Financial Services Ombudsman at:
Free Phone: 0800 888 202
Phone: (04) 499 7612
Post: Level 2, Solnet House, 70 The Terrace, Wellington 6143  or PO  Box 10-­845, Wellington 6143, New Zealand.