MUFG Pension & Market Services (NZ) Limited Complaints

1. Overview

If you have encountered a problem, it is important to let us know.  We aim to put things right as soon as possible.

The term “complaint” includes any expression of dissatisfaction, whether oral or written, justified or unjustified, regarding our activities.

2. How to make a complaint?

You can let us know your concerns by contacting us as follows:

By Letter:

Complaints

MUFG Pension & Market Services (NZ) Limited
Level 30 PwC Tower,
15 Customs Street West
Auckland 1010

By Telephone: 09 3755998

By Email to: complaints.nz@cm.mpms.mufg.com

Please include:

• your full name and address
• full details of your complaint
• your contact information e.g. telephone number
• the company or service to which the complaint relates
• how you think the complaint could be resolved
• photocopies of any paperwork supporting your complaint (please do not send original copies)

3. Response to Complaint

When you contact us with a complaint, we will acknowledge receipt of your complaint within 24 hours of receipt or as soon as practicable and will take all steps to resolve your complaint as quickly as possible.

We will do all we can to resolve it within three business days. If we can't do this, we will confirm receipt of your complaint in the form of an acknowledgement letter to let you know when you can expect a full response.

4.  Privacy Complaints

If your complaint relates to a privacy issue, please contact our Privacy Officer at privacy.nz@cm.mpms.mufg.com. We will handle your privacy complaint in accordance with our Privacy Statement and the e Privacy Act 202071.56)

5.  Financial Ombudsman

If you are not satisfied with how we have handled your complaint you can contact Financial Services Complaints Limited: Financial Ombudsman Service, a financial dispute resolution scheme and is free, fair, and independent.

Financial Services Complaints Limited can be contacted as follow:

Telephone:
0800 347 257
+64 4 472 3725 (international)

Email:
complaints@fscl.org.nz

Post:
PO Box 5967
Wellington 6140