Complaints Procedure

While we make every effort to get things right, problems may sometimes occur. We have in place a complaints procedure that is intended to resolve any problem quickly and fairly. If you have a concern or would like to make a complaint we will work towards resolving your issue.

Russell Investments is a member of FDRS, an approved dispute resolution scheme for the purposes of the Financial Service Providers (Registration and Dispute Resolution) Act 2008. Our complaints procedure aims to carry out all reasonable endeavours to assist the external dispute resolution scheme to resolve an external complaint within the timeframe required by the scheme.

Making a complaint

A customer who has a complaint and wishes to bring this to Russell Investments’ attention should contact:

The Complaints Manager
Russell Investments
Level 15, HSBC Tower
188 Quay Street
Auckland, 1010 New Zealand
Phone: +64 9357 6633

Where requested, the Complaints Manager will provide assistance to complainants in the formulation and lodgement of complaints. A copy of our Complaints Policy and Procedure can be found through this link.