Complaints handling policy

We value all feedback we receive, both positive and negative. Importantly, if you are dissatisfied with Betashares Capital NZ Limited’s (‘Betashares’) products or service, please contact us.

If you have a complaint regarding a Fund or our services more generally, you can make a complaint to us by contacting Client Services on 0800 141 469 from 9:00 am to 5:00 pm Auckland time, Monday to Friday, or by referring the matter in writing to:

Complaints Officer
Betashares Capital NZ LimitedSuite 1858, Level 18, Commercial Bay Tower, 11-19 Customs Street West,
Auckland, 1010, New Zealand

You can also make a complaint to the Supervisor:

Trustees Executors Limited
PO Box 4197, Auckland 1010

If you have reached the end of our internal complaints process, or the Supervisor’s internal complaints process, without your complaint being resolved, you can complain to our respective dispute resolution schemes.

Betashares and the Supervisor are both members of an independent dispute resolution scheme operated by Financial Services Complaints Limited – A Financial Ombudsman Service (‘FSCL’). You can contact FSCL at:

Financial Services Complaints Limited – PO Box 5967, Wellington 6140
Telephone: 0800 347 257

FSCL will not charge a fee to investigate or resolve a complaint.