Complaints

Sargon provides trustee and supervisory services through its Financial Markets Authority licensed subsidiary Heritage Trustee Company Limited (Heritage).

Sargon and Heritage is committed to delivering client service, including the resolution of complaints, in a fair and equitable manner. The handling of complaints is a high priority in every instance with prompt resolution the ultimate aim. Management use complaint data as an opportunity to continuously improve the quality of the Heritage services and achieve a higher level of client satisfaction. In addition, Heritage is a licensed supervisor, and as a financial services provider is required to be a member of an external dispute resolution scheme to facilitate resolution of complaints. If you are not satisfied with the service you have received from Heritage Trustee please contact us in the first instance. We have an internal complaints process. We endeavor to resolve all disputes quickly and fairly, and at your first point of contact. If we are unable to do so, we will set out for you the steps we will take to find a solution and the time-frame in which you can expect the matter to be resolved. You may contact us to make a complaint by telephone, by email, in person, or in writing:

Managing Director – Corporate Trusts or General Manager – Personal Trusts

Telephone: 09 930 9770
Email: info@heritagetrustee.nz

Post:
Managing Director – Corporate Trusts or
General Manager – Personal Trusts
Heritage Trustee
PO Box 469, Shortland Street
Auckland 1140

Heritage is a member of Financial Services Complaints Limited (FSCL) a licensed provider pursuant to The Financial Service Providers (Registration and Dispute Resolution) Act 2008 for complaints that are escalated outside of Heritage.

If we cannot agree on how to resolve your issue, we will refer the matter to FSCL by emailing info@fscl.org.nz or complaints@fscl.org.nz. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL.