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Complaints

Midlands strives to deliver great service for our investors and our borrowers but sometimes things may not go to plan. That’s why we have a process in place to help resolve any issues you may have.

If you think there is something we can do better, are dissatisfied with our products or services, or with one of our distributors or service providers, we would like to hear about it.

We explain here what to do and who you can talk to. All complaint handling services are free to use.

  1. Contact us first:

To make a complaint, your first step is to get in contact with us. We will work with you to try and resolve your complaint.

You can:
– phone us on 0800 870326
– email us at investments@mmt.net.nz
– pop in and see us at 1/111 Karamu Road North, Hastings (no appointment necessary)
– write to us at: Chief Executive Officer, Midlands Funds Management, PO Box 609, Hastings, New Zealand 4156

  1. If the matter is unresolved

If we do not resolve the matter to your satisfaction, you can refer your complaint to Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service who can investigate and help to resolve the issue.

FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.

You can:
– phone FSCL on 0800 347 257 or 04 472 FSCL (04 472 3725)
– email FSCL at info@fscl.org.nz
– write to FSCL at: PO Box 5967, Wellington 6140

For more information, visit their website: Financial Services Complaints Ltd (fscl.org.nz) 

  1. If the matter is unresolved relates to investing

If we don’t resolve the matter to your satisfaction and relates to an investment in our funds, you can contact our supervisor, Trustees Executors Limited.

You can:
– phone them on 0800 878 783
– email them at complaints@trustees.co.nz
– visit their website at www.trustees.co.nz/about-us/contact-us/
– write to them at PO Box 4197, Auckland 1140 (attention: Client Manager, Trustees Corporate Supervision).