Covenant complaints process:
If you are not satisfied with the service you have received from Covenant please contact us in the first instance. We have an internal complaints process. We endeavour to resolve all disputes quickly and fairly, and at your first point of contact. If we are unable to do so, we will set out for you the steps we will take to find a solution and the timeframe in which you can expect the matter to be resolved. You may contact us to make a complaint by telephone, by email, in person or in writing to the Head of Risk and Compliance – or Covenant Trustee Services.
Telephone:
0800 746 422
Email:
Post:
Head of Risk and Compliance – Covenant
Covenant Trustee Services Limited
Level 6
191 Queen Street
PO Box 4243
Auckland 1140
For complaints relating to retirement villages:
If your issue remains unresolved after going through our internal complaints procedure and you wish to make a complaint about Covenant’s role in a retirement village issue, you can refer the matter to the Financial Markets Authority (FMA) by emailing questions@fma.govt.nz, calling 0800 434 566, or by post to:
Financial Markets Authority
DX Box CX10033
PO Box 106 672
Auckland 1143
Details of how to make a complaint are on the FMAs website:
https://www.fma.govt.nz/contact/make-a-complaint/
There is no cost to you when referring your issue to the FMA.
For all other complaints:
We are also a member of an external, independent dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Consumer Affairs.
If we cannot agree on how to resolve your issue, you can refer the matter to FSCL by emailing info@fscl.org.nz, calling FSCL on 0800 34 72 57, by contacting the Complaint Investigation Officer, Financial Services Complaints Limited, Level 4, 101 Lambton Quay, Wellington 6145 or by post at PO Box 5967, Wellington 6145. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL.
