Complaints  

Centuria NZ and its related entities are committed to striving for excellence in relation to its products and services and ensuring investors’ concerns are responded to as quickly and efficiently as possible. Despite our best endeavours, we realise that we don’t always get it right, and complaints will occur from time to time. To this end, we have in place a comprehensive complaints resolution process to ensure they are resolved in a timely, transparent manner with minimum inconvenience to all parties involved.

If you have a complaint about a product or service offered by Centuria NZ or its related entities, please contact our Investor Relations Team on +64 (9) 300 6161.

You may also write to us at:

Attention: Investor Relations Team
PO Box 37953, Parnell, Auckland 1151

or email: complaints@centuria.co.nz

Please provide the detail and reason for your complaint, and we will acknowledge receipt within 5 business days. Where possible, we aim to resolve all complaints to the investor’s complete satisfaction at the time they were received or within 1-3 business days. In some cases, a resolution may take longer depending on the complexity and circumstances relating to the matter. After an investigation is completed and a resolution agreed, we will send formal confirmation of the final decision within 40 business days.

In the event that an agreement cannot be mutually reached, and you disagree with our formal decision on your complaint, we are a member of Financial Dispute Resolution Service (FDRS) and your complaint can be referred to this scheme. For details, please visit www.fdrs.org.nz. This scheme is available to our customers free of charge.

View the Centuria Funds Management NZ Certificate of Membership here.