Milestone Financial Auckland

Milestone Financial, and anyone who gives financial advice on our behalf, have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice.

We are required to:

• give priority to your interests by taking all reasonable steps to make sure our advice isn't materially influenced by our own interests
  exercise care, diligence, and skill in providing you with advice

• meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we have the expertise needed to provide you with advice)

• meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should and give you suitable advice).

This is only a summary of the duties that we have. More information is available by contacting us, or by visiting financialadvicecode.govt.nz

Your initial consultation is always free of charge.

Once we have an understanding of your situation and agree on the nature and scope of the relationship, there may be a fee for advice, this is dependent on the complexity of your situation and will be disclosed prior to work being carried out. This may be set at a pre agreed fixed price or charged at an hourly rate as agreed by both parties.

We charge an annual monitoring fee for investments held in the OneAnswer Portfolio Service Wrap Platform.

Clients who invest in our DIMS on the OneAnswer Portfolio Service Wrap Platform are subject to custodian fees. These fees will be confirmed in the Investment Proposal that will be provided to you.

Depending on what you choose to implement there will be on going fees or costs.

Milestone Auckland receive commissions from the providers on whose products we give financial advice (KiwiSaver providers). If you decide to take our KiwiSaver advice, the provider may pay a commission to Milestone Auckland. The amount of commission is based on the KiwiSaver balance. We will provide specific details of the commissions we receive once we know more about your needs/circumstances.

To ensure that our financial advisers prioritise client's interests above their own, we follow an advice process that ensures our recommendations are made based on client's goals and circumstances. All our financial advisers undergo training around managing conflicts of interest. We undertake a compliance audit, and a review of our compliance programme biennially by a reputable compliance consultant.

If you are not satisfied with our financial advice service, you can make a complaint by emailing peter.coltman@milestone.co.nz calling 09 524 0996 or you can write to us at PO Box 128155, Remuera, Auckland 1541.

When we receive a complaint, we will follow our internal complaints process:

• We will consider your complaint and let you know how we intend to resolve it within two working days. Your adviser may be in contact with you to gather more information on the situation.

• We aim to come to a resolution within 10 working days of receiving a complaint. If this is not possible, we will contact you within the time to advise of the new time frame.

• Contact will be made via phone or email to let you know whether we can resolve and what we propose as the resolution.

If your adviser cannot resolve the complaint, we have an internal complaints team. You can contact them by post to Milestone Complaints Committee, PO Box 79012, Avonhead, Christchurch 8446. Their process is similar to the above.

If a resolution cannot be reached or you are not satisfied with the way we propose to do so, you can contact our Disputes Resolution Scheme, The Insurance and Financial Services Ombudsman (IFSO).

The IFSO provide a free, independent dispute resolution service that may help investigate or resolve your complaint if we haven't been able to resolve your complaint to your satisfaction. You can contact them here PO Box 10-845 Wellington 6143, on 0800 888 202, email info@ifso.nz or their website www.ifso.nz