Complaints Handing Process:
If you are not satisfied with our financial advice service in any way, you can make a complaint by emailing: support@auro.co.nz or by calling us on 021 402 508.
When we receive a complaint, we will follow our internal complaints handling process:
- 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 10 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, and will aim to provide you with a realistic timeframe.
- 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.
If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact our external dispute resolutions scheme.
The FSCL (Financial Services Complaints Ltd) provides a free, independent dispute resolutions service that may help investigate or resolve your complaint, if we haven’t been able to resolve your complaint to your satisfaction. FSCL member number 9431.
You can view their website: www.fscl.org.nz or contact them via phone: 0800 347 257.
Disciplinary History:
I can confirm that I have not had any Disciplinary action taken against myself or my business.
Our Duties:
Interests by taking all reasonable steps to make sure our advice isn’t materially influenced by our own interests:
- exercise care, diligence, and skill in providing you with advice
- 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)
- 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: https://www.fma.govt.nz.
Contact Details:
Meta Financial Solutions Ltd
Email: support@auro.co.nz
Address: 201/28 College Hill, Freemans Bay, Auckland, 1011
Mike Willoughby
Phone: 09 242 3792
Email: mike@auro.co.nz