How Advisers can lodge a complaint/feedback about GoalsGetter
Your role is critical in delivering exceptional outcomes for clients, and we want to ensure you have a clear and simple way to raise any concerns.
If you experience issues with GoalsGetter that affects your ability to serve clients or meet compliance obligations, please let us know. We take adviser feedback seriously and are committed to resolving complaints promptly and fairly. Below you’ll find step-by-step guidance on how to lodge a formal complaint.
Why would I need to make a complaint/feedback?
If you encounter issues with our platform, processes, or support that impacts your ability to serve clients, we encourage you to raise a formal complaint.
How can I lodge a formal complaint/feedback?
Online:
Visit our contact page and select “Complaint” from the dropdown menu.
Email:
Send details to support@goalsgetter.co.nz.
Phone:
0800 303 308
Post:
Amova Asset Management NZ Limited
PO Box 3892
Shortland Street
Auckland 1010
New Zealand
What information should I include?
Your name and adviser code
Client details (if relevant)
A clear description of the issue
Supporting documentation
What happens next?
We’ll acknowledge your complaint promptly. Our team will review and aim to resolve within two business days where possible.
If further investigation is needed, we’ll keep you updated and provide timelines.
Escalation
If you’re not happy with our resolution, you can escalate your complaint to the Supervisor, Public Trust. If you have exhausted other remedies, you can make a complaint directly to Financial Services Complaints Limited (FSCL), an independent dispute resolution scheme.
Public Trust
Level 16, SAP Tower
151 Queen Street
Auckland
Private Bag 5902, Wellington 6140
0800 371 471
CTS.enquiry@publictrust.co.nz
www.publictrust.co.nz/corporate-trustee-services
Financial Services Complaints Limited
4th Floor, 101 Lambton Quay, Wellington 6011
Financial Services Complaints Limited, PO Box 5967, Lambton Quay, Wellington 6140
info@fscl.org.nz
0800-347-257
Financial Services Complaints Limited will not charge a fee to any complainant to investigate or resolve a complaint. Further information about referring a complaint to Financial Services Complaints Limited can be found at www.fscl.org.nz