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Our Complaints Process

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know, just as much as we are keen to hear what we are doing right.

Please send an email to enquiries@taimanawealth.co.nz and tell us what has happened and how we might resolve matters.

If you have any documents or correspondence that will help us understand your concern, please attach them to the email.

When we receive your complaint, we will:

  • acknowledge your complaint within two business days

  • escalate through our formal complaints process and send you a copy of our Complaints Disclosure document

  • gather and evaluate information about your complaint

  • respond to you within 20 business days

If we cannot agree on how to resolve the situation, we will send you a deadlock letter. You may then contact our Dispute Resolution Scheme offered by the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). IFSO is independent, free of charge for clients, and an external dispute resolution scheme approved by the Minister of Consumer Affairs.

IFSO’s service does not cost you anything, and they will help resolve the complaint.

You can contact IFSO: