Complaints
If you have a complaint about a product or service we provide, we want to hear what you have to say.
Make a complaint
We’d love for you to tell us if there’s something you think we could be doing better.
If you have a complaint (or a question about our complaints process), we’ll do our best to resolve it with you—let us know at help@sharesies.co.nz.
If we’re unable to resolve your complaint to your satisfaction, or if your complaint is not resolved within 40 business days of us receiving your complaint, you can contact Financial Services Complaints Limited (FSCL).
Complaints about the Sharesies KiwiSaver Scheme
If you have a complaint related to the Sharesies KiwiSaver Scheme, or a question about the complaints process, let us know at help@sharesies.co.nz.
Alternatively, you can contact us by:
Phone: 04 886 3313 (during normal business hours)
Post: Attention: Sharesies KiwiSaver Scheme complaints, Sharesies KiwiSaver Scheme, Level 6, 111 Customhouse Quay, Wellington 6011
Where we can’t answer your call, please leave a message so we can contact you back.
Contact the Sharesies KiwiSaver Scheme Supervisor
You can also lodge a complaint with Trustees Executors Limited (TEL), the Sharesies KiwiSaver Scheme Supervisor.
You can contact TEL by:
Phone: 0800 878 783 (during normal business hours)
Email: cts@trustees.co.nz
Post: Attention: Corporate Trustee Services, Trustees Executors Limited, Level 11, 51 Shortland Street, Auckland 1140
If we or TEL aren’t able to resolve your complaint or you’re dissatisfied with the outcome, you may refer your complaint to FSCL, which is an approved dispute resolution scheme both we and TEL are members of.
Contact FSCL
Financial Services Complaints Limited (FSCL) is an independent, not-for-profit, external dispute resolution service.
Their service is free (they won’t charge you to investigate or resolve a complaint).
You can contact FSCL by:
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Post: FSCL, PO Box 5967, Wellington 6140
Read more about FSCL’s complaints process