Complaints Handling & Disputes Resolution

Our Internal Complaints Process

If you have a problem, concern, or complaint about any part of our service, please let us know in writing so that we can try to fix the problem or concerns in a fair, timely and transparent manner.

You can make the complaint through either the following methods:

  • By sending an email to your Twine Adviser
  • By sending an email to the Managing Director, Eugene at and CC in your Twine Adviser
  • By logging into your Trail client portal and pressing on the “Make a Complaint” button on the bottom right of the page.
  • When we receive a complaint, we follow an internal complaints procedure to ensure we address the issue:

    1. Acknowledge your complaint within 2 working days.
    2. Inform you how we will address the complaint.
    3. Gather any information that will help us resolve the complaint.
    4. Aim to resolve the complaint within 5 working days.

    If we cannot resolve the complaint within this timeframe, we will contact you within that time to let
    you know we need more time to consider your complaint.

    Our External Complaints Process

    If you are not satisfied with how we addressed or resolved your complaint, you can contact Financial Service Complaints Limited.

    They are an independent dispute resolution service, it is a free service and will help us resolve any disagreements or finalise outstanding complaints. Their contact details are:
    Phone: 0800 347 257
    Postal: PO Box 5967, Wellington 6140