Complaints Process

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At Primestone Capital, we are committed to delivering excellent client service and high-quality advice. If you are dissatisfied with any aspect of our service - whether it’s related to the conduct of our advisers, the clarity of our advice, product outcomes, or if you believe we have not met the obligations outlined in our Disclosure Statement and/or Nature and Scope of Advice - we want to hear from you.

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Step 1 – Contact your adviser

We recommend addressing your concerns directly with your adviser first. This helps ensure they are aware of the issue and gives them the opportunity to resolve it quickly. We aim to acknowledge your complaint and respond within 24 - 48 hours

 

 

Step 2 – Escalation to Managing Director

If your concerns are not resolved through Step 1, please contact our Managing Director, Mark Shi, directly: Phone: +64 21 104 3695

Email: marks@primestonecapital.co.nz

Mark will review your complaint and work with you to address the issue as promptly and effectively as possible. You can expect an update on the steps being taken within 48 hours.

 

 

Step 3 – External Dispute Resolution – IFSO

If we are unable to resolve your complaint to your satisfaction, or if you prefer not to use our internal process, you may contact the Insurance & Financial Services Ombudsman Scheme (IFSO) - an independent, free service for customers.

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IFSO Contact Details:

Phone: 0800 888 202

Email: info@ifso.nz

Mail: PO Box 10-845, Wellington 6143, New Zealand

This service is free of charge and designed to help resolve disputes fairly and impartially.