Complaints Process
Complaints Process
Our goal is for our customers to receive high‑quality financial advice and excellent customer service. Thanks to feedback and complaints, we learn what we’re getting right and where we can improve.
We define a complaint as an expression of dissatisfaction about our service, products, or processes, where a response or resolution is expected. If you have feedback or a complaint, we’d like to hear about it so we can put things right.
How To Make a Complaint About Any of Our Services
If you have a problem, concern, or complaint about any part of a service we give you, please contact your adviser or coach directly so they can try to fix it.
If they are unable to resolve your concerns or you would prefer to discuss your concerns with our complaints team directly, you can contact us at:
Email: complaints@enable.me
Address: AdviceFirst Limited, trading as enable.me
PO Box 10550, Wellington, 6143
Phone: 0800 897 898
How We Manage Complaints
If you let us know you’re not happy with any part of our service, we will work through this with our internal complaints process.
- We’ll acknowledge your complaint, consider it, and let you know how we intend to fix it. We may need to contact you to get further information.
- We aim to resolve complaints . If we can’t, we’ll contact you within that time to let you know we need more time to consider your complaint.
- We’ll contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
How We Resolve Disputes
If we can’t resolve complaints, or if we haven’t resolved it to your satisfaction, you can contact the Insurance & Financial Services Ombudsman (IFSO) Scheme. This scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint if we haven’t been able to do so to your satisfaction.
Contact The IFSO Scheme
Email: info@ifso.nz
Address: PO Box 10845, Wellington 6143
Phone: (04) 499 7612 or 0800 888 202.
You can find out more information about the IFSO Scheme on their website: https://www.ifso.nz/ and click on ‘Make an Enquiry or Complaint’
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