Complaints

Do you have a complaint or problem?

At llama & Co, we are committed to providing you with the highest level of service and support. However, if you do have a complaint or encounter a problem, we encourage you to contact us as soon as possible so we can work to resolve the matter. Our complaints process is outlined below.

Step 1 – Let’s sort it out

The first step is to raise your concerns directly with your adviser to ensure they are aware of the issue. You can also lodge your complaint by contacting us via email at ro@llamaandco.co.nz. This will initiate our formal complaints process. In most cases, we will endeavour to contact you within 24-48 hours of receiving your complaint.

Step 2 – Review

If your complaint is not resolved at Step 1, you may escalate the matter by contacting our Complaints Manager by emailing complaints@llamaandco.co.nz. Our Complaints Manager will document your concerns and work with you to resolve the issue as efficiently as possible. We aim to inform you of the steps being taken to address your concerns within 48 hours of initiating Step 2.

Step 3 – External dispute resolution

If your complaint remains unresolved after Steps 1 and 2, you can refer the matter to Financial Services Complaints Limited (FSCL), an independent dispute resolution scheme approved by the Ministry of Consumer Affairs. This service is free of charge.

Contact details for FSCL:

• Post: Financial Services Complaints Ltd (FSCL), PO Box 5967, Wellington 6011

• Freephone: 0800 347 257

• Phone: 04 472 3725

• Email: complaints@fscl.org.nz

Llama & Co and our financial advisers are members of this external dispute resolution scheme. There is no cost to you for using this service.