Dispute Resolution

Hantec Markets (New Zealand) Company Limited attaches great importance to customer opinions. If you were not satisfied with our products, services and staff, please do not hesitate to contact us. Our senior managers will respond to you as soon as possible.

You may also complain to us if we have declined to provide you with our products or services.

 

SUBMISSION

You may contact our Customer Service Department by phone, email or letter, etc if you would like to discuss a matter relating to our products or services. If there is an issue that you would like to bring to our attention, please provide a detailed description, sufficient data and information to help us to investigate.

If you would like to make a formal complaint, please write to our Compliance Department at:

Hantec Markets (New Zealand) Company Limited

Level 2, Building A,

600 Great South Road,

Ellerslie,

Auckland 1051

New Zealand

Phone: (09) 523 2770

Or email us at: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

TIME

We will try and resolve your complaint quickly, fairly and within prescribed time frames.

Upon receipt of your complaint, we will acknowledge its receipt in writing within five (5) business days. We will aim to investigate it and respond to you within ten (10) business days from the date on which we receive it.


Financial Dispute Resolution Service

In the first instance, we will undertake a thorough investigation into the circumstances that lead to your complaint and attempt to resolve the matter in a way that is fair to both parties.

However, if the complaint cannot be resolved to your satisfaction, you can refer the matter to HMNZ’s external financial services dispute resolution scheme, Financial Dispute Resolution Service ("FDRS"). Please note that FDRS is not able to consider a complaint if:

  1. we are still looking into it and have not yet notified you of our final decision;
  2. less than 3 months has passed since the date you notified our Compliance Director of your complaint, or the date on which we acknowledged your complaint in writing;
  3. more than six years have passed since you made the complaint; or
  4. the subject of the complaint is being considered by a court, tribunal or in arbitration.

Please note that there are limits in place regarding the size of the claim that you can make to FDRS. Generally, the maximum claim that FDRS can consider is NZD200,000.

In order to make a complaint about HMNZ, please follow the instructions at: https://fdrs.org.nz/complaints/make-a-complaint/

FDRS will not charge you a fee to investigate or resolve a complaint.

 

FDRS can be contacted at:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Address: Level 4, 142 Lambton Quay, Wellington Central, Wellington 6011.

Freephone (NZ only): 0508 337 337 weekdays (excluding national holidays) between 8.30am and 5 pm.

From outside New Zealand phone: +64 4 910 9952



The FDRS scheme rules are here.
Further details of this scheme can be found at its website: www.fdrs.org.nz