Complaints Policy

Overview

At Stake, we are committed to providing exceptional service to our customers. However, we understand that there may be instances where you are not completely satisfied with our services. We value your feedback and take your concerns seriously.  This policy outlines our approach to handling complaints and ensuring that these are addressed in a fair, transparent, and timely manner.  

1.Lodging a Complaint

If you wish to lodge a complaint with us, you can do so through the following channels: 

We are here to assist you throughout the complaint process. If you require additional assistance to lodge a complaint due to accessibility or other reasons, please let us know. We are committed to accommodating your needs.

2.What happens after we receive your complaint

Upon receipt of your complaint, Stake will:

  1. Acknowledge your complaint promptly

  2. Thoroughly assess and investigate your complaint to understand the issues raised and gather relevant information

  3. Keep you updated of the complaint handling process 

  4. Provide you with a response, outlining our findings and proposed resolution (if any).

We understand the importance of timely resolution. While the complexity of the issue may influence the exact timeframes, we strive to provide you with a final response within 20 working days from the date of receiving your complaint. If further investigation is required, we will promptly update you on the progress and explain the reasons for the extended timeframe. We will also reiterate your right to escalate your complaint to the Financial Services Complaints Ltd (FSCL) if you are not satisfied, and provide their contact information.

3. External Dispute Resolution

If, after we have completed our internal review, you are not satisfied with our resolution or if we have exceeded the timeframe to respond to your complaint, you have the right to escalate your complaint to the FSCL. Stake is a member of FSCL, which is a free, independent dispute resolution service that may help to investigate or resolve your complaint if it is not resolved to your satisfaction using Stake’s internal complaints process.

FSCL’s contact details: 

  • Freephone: 0800 347 257 

  • Email:  complaints@fscl.org.nz  

  • Website: www.fscl.org.nz 

Time limits may apply to complain to FSCL, so you should consult the FSCL website to find out if or when the time limit relevant to your circumstances expires.

For more information, please refer to their website: www.fscl.org.nz  

If you have any questions or if we can provide any assistance with lodging a complaint, please contact us.


Stake logo
Over 7,000 5-star reviews
App Store logoGoogle Play logo

Subscribe to our free newsletters

By subscribing, you agree to our Privacy Policy.

Stakeshop Pty Ltd is registered as an overseas company in New Zealand (NZBN: 9429047452152), and is registered as a Financial Service Provider under the Financial Service Providers (Registration and Dispute Resolution) Act 2008 (No. FSP774414). We hold a full licence issued by the Financial Markets Authority to provide a financial advice service under the Financial Markets Conduct Act 2013. However, the content on this website has not been prepared to take into account any of your individual objectives, financial situation or needs. To the extent you require further information about the relevant New Zealand legislation that may apply, or require specific advice, please contact your legal and/or financial adviser (as appropriate). The information on our website or our mobile application is not intended to be an inducement, offer or solicitation to anyone in any jurisdiction in which Stake is not regulated or able to market its services. At Stake, we’re focused on giving you a better investing experience but we don’t take into account your personal objectives, circumstances or financial needs. Any advice is of a general nature only. As investments carry risk, before making any investment decision, please consider if it’s right for you and seek appropriate taxation and legal advice. Please view our Terms & Conditions, Privacy Policy, Financial Advice Disclosure and Disclaimers before deciding to use or invest on Stake. By using the Stake website or service in any way, you agree to our Privacy Policy and Terms & Conditions All financial products involve risk and you should ensure you understand the risks involved as certain financial products may not be suitable to everyone. Past performance of any product described on this website is not a reliable indication of future performance. Stake is a registered trademark under class 36 (New Zealand).

Copyright © 2025 Stake. All rights reserved.

This site uses cookies. By using our site you agree to the Stake Privacy Policy.