Legal
We take all concerns seriously. Here's how to raise a complaint and what you can expect from us.
Updated 1 May 2026
This complaints process has been reviewed and our wording updated as at 1 May 2026.
How it works
We follow a clear, fair process designed to resolve your concern as quickly as possible.
In the first instance, please raise your concern with us directly. You can do this by phone, email, or by lodging a complaint through our online form. We want the opportunity to understand and resolve your complaint informally before escalating.
We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information. You will receive confirmation that your complaint has been received and is being reviewed.
We will investigate your complaint thoroughly and aim to resolve it within 10 working days of receiving it. If we cannot, we will contact you within that time to let you know we need more time. We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
If you are not satisfied with our response, or you aren't satisfied with the way we propose to resolve your complaint, you can contact our independent disputes resolution scheme — Financial Disputes Resolution Service (FDRS).
FDRS is an approved dispute resolution scheme providing a free, independent service that may help investigate or resolve your complaint. This service is free of charge to you.
FREEPOST 231075, PO Box 2272, Wellington
Helpful tips
Include your full name, contact details, and the best time to reach you so we can follow up efficiently.
Tell us clearly what happened, when it occurred, and who you dealt with. The more detail you can provide, the faster we can investigate.
Let us know what outcome you are seeking — whether that's an explanation, an apology, a correction, or something else.
If you have any relevant documents (emails, letters, policy documents), please include copies to help us understand your situation.
Trebla Partners Limited is committed to treating all complaints fairly, confidentially, and without prejudice. Making a complaint will not affect the quality of service you receive from us.
We are required under the Financial Markets Conduct Act 2013 to have a complaints process in place and to be a member of an approved dispute resolution scheme. Our scheme is Financial Disputes Resolution Service (FDRS).
If you have any questions about our complaints process, please don't hesitate to get in touch: