Not satisfied with our financial advice service?

At SMART we always try to do our best by our clients and prospects, we recognise that we may not always get things right.

If you are not satisfied with our financial advice service you can lodge a complaint by completing the complaint form by clicking on the button below, or you can email info@smartbrokers.co.nz, or phone 0800 405 801.

When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know what the next steps are within 10 working days. We may need to contact you to get further information.
  • We aim to resolve complaints within 8 weeks of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
  • We will contact you by phone for email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint, or if you aren’t satisfied with the way we propose to do so, you can contact Financial Dispute Resolution Service (FDRS).

FDRS provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven’t been able to resolve it to your satisfaction.

You can contact FDRS by emailing enquiries@fdrs.org.nz, or calling 0508 337 337. You can also write to them at Freepost 231075, PO Box 2272, Wellington 6140.