Dispute Resolution
Complaints Process
If you are not satisfied with the service you have received from ONBOARD you can make a complaint through the following methods:
- By logging into the Trail client portal and pressing on the “Make a Complaint” button on the bottom right of the page.
- By contacting the Adviser directly.
- By sending an email to Sharon Evans on sharon@onboard.nz.
Once we receive a complaint, we follow an internal procedure to ensure we address the issue. Our process will:
- Acknowledge your complaint within 2 working days.
- Inform you how we will address the complaint.
- Gather any information that will help us resolve the complaint.
- Aim to resolve the complaint within 10 working days to resolve the complaint.
- If we cannot resolve the complaint within this timeframe, we will update you regarding the next steps.
If you are not satisfied with how we addressed or resolved your complaint, you can contact the Financial Services Complaints Limited. They are an independent dispute resolution service that costs you nothing to use and will help us resolve any disagreements or finalise outstanding complaints.
Financial Services Complaints Limited
Address
Level 4, 101 Lambton Quay
Wellington 6011
Phone
0800 347 257
Website
www.fscl.org.nz
Postal Address
PO Box 5967
Wellington 6140