FoxPlan’s Complaints Policy

What should you do if something goes wrong?

If you have a problem, concern, or complaint about any part of our services, we are committed to putting things right. We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.

You can make your complaint verbally, by email or letter. We will acknowledge your complaint within 2 working days of receipt and will aim to resolve your complaint within 10 working days. We may need to extend this further if the issue is complex or there we need to rely on factors that are outside our control, such relying on third parties for information.

How to make a complaint

You can contact us by:

  • Email: info@foxplan.nz

  • Phone: 04 918 4659 – ask for our Compliance Officer, or leave a message with our team who will ensure your concerns are escalated appropriately

  • Post: Compliance Officer, FoxPlan, PO Box 2795, Wellington 6140

Please include your name, contact details, who the complaint is about, a clear summary of the issue, and any relevant documents.

If we cannot agree on a resolution with two months of acknowledging your complaint, you can escalate your concerns to our independent external dispute resolution scheme, Financial Dispute Resolution Service

Financial Dispute Resolution Service is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008. The scheme can be contacted at www.fdrs.org.nz or 0508 337 337.

They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on FoxPlan Ltd, but not unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.

Other external dispute resolution services are listed below:

·       Financial Advisers New Zealand (FANZ): FANZ Complaints, PO Box 5513, Wellington 6140, or 0800 432 101

    • Not all of our advisers are FANZ Members so If you choose to proceed with FANZ, we encourage reviewing their Complaints and Dispute Resolution criteria as there are very specific terms to the kind of complaints FANZ can oversee.

Need more information?

If you have questions about this disclosure or want to know more about our services, just ask us.

FoxPlan is registered on the Financial Services Provider Register under FSP39630. You can view our licence and all our advisers by searching that number at www.fspr.govt.nz.

The Financial Markets Authority (FMA) authorises and regulates financial advisers. You can contact the FMA for more information, financial tips, or to report a concern; Contact the FMA