Complaints Disclosure

If you have a complaint about our service you need to tell us about it.

Step one Lodge a complaint

You may contact the internal complaints scheme by contacting us – 

Director FloWealth Limited Tracy Cao, Tracy@flowealth.co.nz 0272736358. 

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. 

Step Two We are a Participant of the Financial Dispute Resolution Service

If we cannot agree on a resolution, you can refer your complaint to our external dispute  resolution service. This service is independent and will cost you nothing and will assist us  to resolve things with you. 

You can contact Financial Dispute Resolution Service at: 

Address: PO Box 2272, Wellington 6140. L 4, 142 Lambton Quay, Wellington 6011 Telephone number: : 0508 337 337 

Email address: enquiries@fdrs.org.nz