Complaints Process

If you have a problem, concern, or complaint about any part of SBS Wealth’s service, please contact us so we can try to fix the problem.

Contact us by:

• emailing us at customercomplaints@sbswealth.co.nz

You can also write to us at:

The Chief Executive Officer, SBS Wealth Limited, PO Box 10445, Wellington 6140

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

• We will acknowledge your complaint within two business days and work to resolve it as quickly as possible. 

• We will investigate your complaint and provide our initial response to you as soon as possible but in any event, within 20 working days. 

• We’ll keep you updated on our progress and we may ask you to share further information to assist with this process. 

• We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

• We will always contact you to discuss our final response, and provide an explanation of what we’ve found, what we plan to do, and why we made the decision. 

• You will also receive written confirmation of the outcome of your complaint, our response will set out what we believe is necessary to resolve the issues raised in your complaint.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact the Banking Ombudsman.

Dispute Resolution Process  

Banking Ombudsman

We’re a member of the independent dispute resolution scheme run by the Banking Ombudsman.

If you feel we haven't resolved your concern satisfactorily, you can seek independent assistance from the Banking Ombudsman. The Banking Ombudsman will not charge a fee to investigate or resolve a complaint.

You can contact The Banking Ombudsman Scheme:

• email: help@bankomb.org.nz
• from the website: www.bankomb.org.nz
• via call 0800 805 950

You can also contact The Banking Ombudsman Scheme by mail at:

Freepost 218002, PO Box 25327, Wellington 6140