Frequently Asked Questions


Q What to do if you have any Concerns?

If you are dissatisfied in any way with the Solutions service we want to know about it. We want to get it right for you.

We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.

Please contact Kevin Smee at Solutions Financial Services as soon as possible.

You can make your complaint verbally, by email or letter. 

We will acknowledge your complaint within 2 days and try to resolve your complaint within 10 days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.

If we cannot agree on a resolution you can contact our independent external dispute resolution scheme, Financial Dispute Resolution Service.

Financial Dispute Resolution Service is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008.

The Scheme can be contacted at www.fdrs.co.nz or 0508 337 337.

They will investigate your complaint and work to facilitate an agreed resolution.  If this is not possible the Scheme may make a formal decision which is binding on My Solutions, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.

Q What is a Risk Management Specialist?

A Risk Management Specialist, in our opinion, is a professional who helps stop other professionals from working in silos.

It is common in the financial industry for an Accountant, Lawyer, Mortgage Broker, Insurance Adviser and other professionals, to never know that they are all in communication with the same client. A Lawyer isn't notified when a Will needs to be updated when a property is purchased. An Accountant doesn't know the tax benefits of Insurance Premiums as they aren't explained. It's a common scenario where the right hand never knows what the left hand is doing. But, when you bring all professionals together to understand what the common goal of the client is, and help them understand what each professional is trying to achieve, great growth can be achieved for the client.

A Risk Management Specialist helps with this process, having enough knowledge to begin the conversation with each professional and mediate that growth.