Complaints process

If something hasn't met your expectations, we'd like to know about it

At Velocity, we believe good relationships are built on trust, honesty and open communication. Many of our clients have worked with us for years, and those relationships matter to us.

If you're unhappy with any aspect of our service, please tell us. We want the opportunity to listen, understand what has happened, and work towards a fair resolution. Your feedback helps us improve and ensures we're delivering the experience our clients expect from us.

Step 1: Contact Us Directly

The first step is to contact us directly. Many issues can be resolved quickly through a conversation with your adviser or a member of our team.

• Phone: 0800 448 879
• Email: hello@velocityfinancial.co.nz
• Post: PO Box 6685, Marion Square, Wellington

Please provide as much detail as possible about your complaint, including your name, contact details, and a description of the issue.

Step 2: Our Response

We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days. If we need more time for complex issues, we will keep you informed of our progress.

Step 3: External Dispute Resolution

If you are not satisfied with our response, or if we cannot resolve your complaint internally, you can escalate your complaint to the Financial Dispute Resolution Service (FDRS).

FDRS is an independent scheme approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. The service is free to use and can assist you with lodging and resolving your complaint.

Financial Dispute Resolution Service (FDRS)

• Website: www.fdrs.org.nz
• Phone: 0508 337 337

Our commitment

We take all complaints seriously and will treat you with respect throughout the process. We are committed to listening, communicating openly, and working towards a fair outcome. We also use feedback and complaints as an opportunity to learn and improve our services.