Simplify Complaints Handling Policy and Process

At Simplify, we are committed to providing exceptional service and ensuring our customers are treated fairly and respectfully. We value your feedback and take complaints seriously.  Our goal is to resolve all complaints promptly, fairly, transparently and in line with our regulatory obligations.

This Complaints Handling Policy outlines how you can lodge a complaint, how we handle your complaint, relevant response timeframes, and your right to escalate the matter to our external dispute resolution scheme, Financial Services Complaints Limited (FSCL), if you’re not satisfied with our resolution.

A complaint is any expression of dissatisfaction made to us, related to our products, services, staff, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

You can lodge a complaint with Simplify through any of the following methods:

• Email: complaints@simplify.co.nz

• Phone: 1800 001 561

• Online: Via our website contact us form

• Post: Simplify, Att; Complaints Handling Officer

C/- Nz Tax Accountants Limited, Suite A, Floor 8 Harbourview Building, 152 Quay Street, Auckland Central, Auckland, 1010, New Zealand

To help us investigate and resolve your complaint efficiently, please include:

• Your full name and contact details

• A clear description of your complaint

• Any supporting documents or relevant information

• The outcome you are seeking

We aim to resolve complaints as quickly, fairly and efficiently as possible. Our process is as follows:

• We will acknowledge receipt of your complaint within 2 business days of receiving it.

• A team member will investigate your concerns and may contact you to request further information or clarification.

• We aim to resolve complaints within 10 business days.

• If more time is required due to complexity or external dependencies, we will keep you updated every 10 business days until the complaint is resolved.

• Once our investigation is complete, we will provide you with a written response explaining our decision, any proposed resolution, and the reasons for our findings.

If you are not satisfied with our response or we have not resolved your complaint within 40 working days, you have the right to escalate your complaint to our approved external dispute resolution scheme:

FSCL is a fair and independent, not-for-profit dispute resolution service approved by the Ministry of Consumer Affairs.

Contact Details:

• Website: www.fscl.org.nz

• Email: complaints@fscl.org.nz

• Phone: 0800 347 257

• Post: PO Box 5967, Wellington 6140, New Zealand

• Reference: FSP Number #455126 FSCL member #5975

FSCL’s service is free of charge and can help you resolve your complaint if we cannot.

Simplify complies with all relevant obligations under New Zealand law, including:

• Financial Markets Conduct Act 2013

• Fair Trading Act 1986

• Privacy Act 2020

• Requirements of the Financial Service Providers (Registration and Dispute Resolution) Act 2008

We maintain a register of all complaints, including the nature of the complaint, the steps taken to resolve it, and the outcome.

This policy is reviewed at least annually to ensure it remains up to date with regulatory requirements and best practice.

Last Updated: 25 March 2025