Key to markets

keytomarket

Trading at your side

live demo

About us

Dispute Resolution

Dispute Resolution
Key to Markets NZ Limited (“KTMNZ”) is required to provide customers with internal and external dispute resolution schemes. This is meant to provide customers with a formal structure to make and resolve a dispute or grievance.

Internal Dispute Resolution
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: compliance@keytomarkets.com

Step 2 - Confirmation
Once you have submitted your complaint you will receive a confirmation email within 48 hours. 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.

External Disputes Resolution

Should a customer be unhappy or dissatisfied with the result and no resolution can be agreed to, then the customer will have the ability to take the dispute up with FSCL, KTMNZ’s External Disputes Resolution scheme.

FSCL Contact details
Name:FSCL (Financial Services Complaints Limited)
Website:http://fscl.org.nz
Email:info@fscl.org.nz
Call Free:0800 347 257
Phone:+64 4 472 3725
Physical Address:
4th Floor, 101 Lambton Quay, Wellington, NZ

Postal Address: PO Box 5967, Lambton Quay, Wellington, NZ, 6145