How to complain
Our Complaints Process
Perpetual Guardian always seeks to provide you with the highest level of service. If for any reason we do not meet your expectations, please contact us. We aim to resolve all disputes as soon as they are brought to our attention, as quickly and fairly as possible. If we are unable to do so, we will set out for you the steps we will take to find a solution and the timeframe in which you can expect the matter to be resolved. You may contact us to make a complaint by telephone, by email, in person or in writing to your local branch or:
Telephone: 0800 87 87 82
Email: [email protected]
Post: Perpetual Guardian, Complaints Co-ordinator, PO Box 1934, Shortland Street, Auckland 1140
We are also a member of an external, independent dispute resolution scheme operated by Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL) and approved by the Ministry of Consumer Affairs.
If we cannot agree on how to resolve your issue, you can refer the matter to FSCL by emailing [email protected], calling FSCL on 0800 34 72 57, by contacting the Complaint Investigation Officer, Financial Services Complaints Limited, Level 4, 101 Lambton Quay, Wellington 6145 or by post at PO Box 5967, Wellington 6145. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL.
Complaints relating to the Perpetual Guardian unit trusts can also be addressed to the respective supervisor: Public Trust, Level 9, 34 Shortland Street, Auckland or P O Box 1598, Shortland Street, Auckland 1140 or (09) 985 5300.