Our Purpose
To accelerate bold meaningful change, assisting BOP communities and the environment to flourish.
Complaints and Feedback
BayTrust welcomes feedback and complaints as opportunities to improve the way we work with our communities and stakeholders.
We are committed to listening carefully, treating people with respect and responding fairly and in a timely manner.
Providing feedback
We welcome feedback about your experience with BayTrust, including suggestions about how we could improve our services, communication or the way we work with communities.
You can provide feedback by contacting us at: info@baytrust.org.nz
Making a complaint
A complaint is an expression of dissatisfaction about any aspect of BayTrust’s services or operations where a response or resolution is expected.
Complaints may be made verbally or in writing, although written complaints are preferred where possible so there is a clear record of the issue.
You can make a complaint by contacting BayTrust at: info@baytrust.org.nz
When making a complaint, it is helpful to include:
- your name and contact details;
- what your concern or complaint relates to;
- any relevant background information; and
- what you would like BayTrust to consider or respond to.
How we will respond
BayTrust aims to ensure that complaints are:
- listened to carefully and considered objectively;
- handled fairly and consistently;
- treated respectfully and with empathy;
- responded to clearly and in a timely manner; and
- considered with the aim of reaching an equitable and practical resolution.
We will keep you informed as your complaint is considered and advise you of the outcome once the matter has been reviewed.
Financial services complaints
BayTrust is a Registered Financial Services Provider.
Complaints relating to BayTrust’s role as a financial services provider will be managed in accordance with the relevant Financial Services Complaints Limited (FSCL) process.
Visit Financial Services Complaints Limited
Other options
Depending on the nature of your concern, you may also wish to seek independent advice or assistance from:
- Citizens Advice Bureau;
- Community Law;
- the Disputes Tribunal; or
- the Office of the Privacy Commissioner for privacy-related matters.
Privacy
Any personal information provided as part of feedback or a complaint will be handled in accordance with BayTrust’s Privacy Statement.