Complaints and Feedback

We Value your feedback - If you are not satisfied with the financial advice service of Aurora Financial, HIM Enterprises Limited or Caleb Baker Limited, you can make a complaint by Emailing: compliance@aurorafinancial.co.nz or by calling: 0508 287 672. You can also write to us at: PO Box 37757, Parnell, Auckland 1151.

When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 business days of receiving them. If we can't, we will contact you within that time to let you know we need re time to consider your complaint.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can't resolve your complaint, or you aren't satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited (FSCL). However, you must contact FSCL within 2 months from the date when you receive our final decision. That means FSCL can only investigate your complaint if you contact them within the aforesaid timeframe.

You can contact FSCL at:
Telephone number: 0800 347 257
Email address: info@fscl.org.nz
Postal address: P.O. Box 5967, Lambton Quay, Wellington 6145

Location