Key to Markets NZ Limited (“KTMNZ”) is required to provide customers with a dispute resolution scheme. This is meant to provide customers with a formal structure to make and resolve a dispute or grievance. KTMNZ provides customers with the ability to formally make a complaint and provide feedback. If you are concerned about something, have feedback or would like to make a formal complaint please use the following steps.
Step 1 – Submit your complaint
Put your comments or complaint in writing and provide as much information as possible including your details (account number, name), dates, times, names of persons involved, what happened and anything else you feel is necessary to mention. When you are ready to submit your complaint, please email it to: [email protected]
Step 2 – Confirmation
Once you have submitted your complaint you will receive a confirmation email within 3 business days. The confirmation email will acknowledge the receipt of your complaint and will provide you with an approximate date by when you should receive a response from KTMNZ.
Step 3 – Response from KTMNZ
KTMNZ may request further information or have questions that need clarification. You will be notified and given an opportunity to respond. Once all the information has been gathered KTMNZ will issue a response with the company’s position on the matter and in most cases offer solutions for resolving the issue. Please note that whilst we aim to respond to a complaint within seven days, certain circumstances require due-diligence and have more than one party involved which can delay the process.
Step 4 – Resolution
If both parties are satisfied with the outcome a letter will be sent or emailed to the customer with the final resolution.