At Steadfast Life, we are committed to ‘keeping life on track’. We aim to act in your best interests but, if for some reason you’re not satisfied with our service, or have suggestions about how it could be improved, then we want to hear from you. We will do all we can to resolve your complaint as quickly as possible.

Who should I contact?

Your first step should be to contact your adviser directly to discuss your concerns and see if the matter can be resolved promptly. If you would prefer not to speak with your adviser, or if your complaint has not been resolved to your satisfaction, you can contact our Complaints Officer directly.

We will acknowledge your complaint as soon as practicable and work with you through the resolution process.

How to make a complaint

You may contact us with your complaint by calling us on +64 9 309 6379 or emailing us at compliance@steadfastlife.nz.

What happens after I make a complaint?

Once we receive your complaint: 

• We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
• We aim to resolve complaints within 15 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
• 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.

What if my complaint isn’t resolved to my satisfaction?

If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme, Financial Services Complaints Limited (FSCL).  This service is free and may help investigate or resolve the complaint.

You can contact the FSCL at:

Address: Level 4, Sybase House, 101 Lambton Quay, Wellington 6011

Postal: PO Box 5967, Wellington 6140

Telephone: 0800 347 257 (or +64 4 472 3725 from overseas)

Email: complaints@fscl.org.nz

Website: www.fscl.org.nz