Complaints If you have a complaint about our service, you need to tell us about it. You can contact our internal complaints service by phoning us on 0800 888 485 or emailing us at office@mariathackwell.co.nz with the heading Complaint - (Your Name).

Please set out the nature of your complaint, and the resolution you are seeking. We will acknowledge receipt of this within 24 hours. We will then record your complaint  in our Complaints Register and notify our Licence Holder. We may want to meet with you to better understand your issues.

We will then investigate your complaint and provide a response to you within 7 working days of receiving your complaint. If we need more time to investigate your  complaint, we’ll let you know.

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs. 

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything). 

Details of this service are:

Financial Services Complaints Limited (FSCL)

Phone:  0800 347 257

Email:    complaints@fscl.org.nz

Website:  https://fscl.org.nz/