If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint.
We are a member of the Financial Dispute Resolution Services’ approved dispute resolution scheme. You can contact them at:
Company name: Financial Dispute Resolution Service
Address: Level 4, 142 Lambton Quay, Wellington 6011
Postal address: PO Box 2272, Wellington 6140
Telephone: 0800 337 337 (freephone if within New Zealand or +64 4 381 5091 (if calling outside New Zealand)
Email address: enquiries@fdrs.org.nz
Website: http://www.fdrs.org.nz
Our duties
Futurebound, and anyone who gives financial advice on our behalf, have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice. We are required to:
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give priority to your interests by taking all reasonable steps to make sure our advice isn’t materially influenced by our own interests
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exercise care, diligence, and skill in providing you with advice
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meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we have the expertise needed to provide you with advice)
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meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should, and give you suitable advice).
This is only a summary of the duties that we have. More information is available by contacting us, or by visiting the Financial Markets Authority website at https://www.fma.govt.nz.
The Code of Conduct standards can be read here: https://www.fma.govt.nz/assets/assets/code-of-professional-conduct-for-financial-advice-services.pdf.