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 Complaints & Disputes

Complaints Process

At Zymm Brokers, we are committed to providing a fair and transparent complaints process to ensure any concerns are addressed promptly and professionally.

Internal Complaints Procedure

  1. Making a complaint: You can submit your complaint by email, phone, or in writing to Vinit Patkar at Zymm Group Ltd (trading as Zymm Brokers).

  2. Acknowledgement: We will acknowledge receipt of your complaint within two working days.

  3. Investigation: We will investigate your complaint fairly and thoroughly, gathering any relevant information from you and third parties as necessary.

  4. Response: We will provide a written response outlining our findings and proposed resolution, typically within 20 working days. If additional time is required, we will keep you informed.

Escalation to Licensed FAP

Since Zymm Group Ltd operates as a Nominated Representative under a licensed FAP, if your complaint is not resolved satisfactorily by us, it may be escalated to the licensed FAP. The licensed FAP will review the complaint in accordance with their policies and provide a resolution.

External Dispute Resolution Scheme

If your complaint is still unresolved after escalation to the FAP, you have the right to refer it to the FAP’s approved external dispute resolution scheme. Details of this scheme, which is independent and free of charge, will be provided to you prior to the provision of regulated financial advice.

FMA Oversight

You also have the right to make a complaint directly to the Financial Markets Authority (FMA) regarding conduct concerns. Contact information for the FMA will be provided upon request.

This complaints process is designed to ensure transparency, accountability, and that your interests are prioritised at all stages.