We are committed to providing the best financial services as possible. However, if something doesn’t meet your expectations, we take your concerns seriously and want to resolve any issues promptly and fairly.
How to Make a Complaint
If you have any concerns or are dissatisfied with our service, we encourage you to contact us as soon as possible. You can make a complaint by:
Email: Compliance@Mapuawealth.com
Phone: Any member of our team
Mail: Māpua Wealth
Level 6, Tasman Building
16-22 Anzac Avenue
Auckland
New Zealand, 1010
When lodging a complaint, please provide as much detail as possible, including your name, contact information, and a description of the issue.
What Happens Next?
Acknowledgement: We will acknowledge your complaint within 2 working days of receiving it.
Investigation: Our team will thoroughly investigate your complaint and may contact you for further information if necessary.
Resolution: We aim to resolve all complaints within 10 working days. If we are unable to do so within this timeframe, we will keep you updated on our progress and explain any delays.
Outcome: Once we have reached a decision, we will inform you of the outcome and any actions we will take to resolve the issue.
External Dispute Resolution
If you are not satisfied with our response, or we are unable to resolve your complaint, you may refer your complaint to our independent resolution scheme, Financial Dispute Resolution Service (FDRS), at no cost to you.
Mail: Freepost 231075
PO Box 2272
Wellington 6140
New Zealand
Phone: 0508 337 337
Email: enquiries@fdrs.org.nz
FDRS is an independent service that will impartially consider your complaint and work with us to reach a fair resolution.
We value your feedback and appreciate the opportunity to address any concerns you may have.
