Before opening an account with us, you should read the legal policies that are relevant to the Zero Markets entity that you're registering with. Please note that there are regional differences in our legal documentation. The documents that apply to your account will be made clear during the application process and you should familiarise yourself with those documents before completing the application.
Legal documentation
ZERO Markets Financial Services Guide
ZERO Markets Account Terms and Conditions
ZERO Markets Financial Privacy Policy
ZERO Markets Client Agreement
ZERO Markets Product Disclosure Statement
ZERO Markets Financial Services Guide
ZERO Markets Privacy Policy
ZERO Markets Conflicts of Interest Policy
ZERO Markets Complaint Handling Policy
If you wish to make a complaint, we encourage you to follow the process outlined below to help us address your concerns in the most efficient and effective manner. This will allow us the opportunity to resolve your issue and restore your confidence in our services.
Step 1: Prepare Your Complaint
Begin by gathering all relevant documents pertaining to your complaint. Reflect on the questions you would like answered and determine the outcome you are seeking.
Step 2: Contact Your Account Manager
Please reach out to your account manager directly. If the issue is urgent, contacting us promptly will allow us to resolve your complaint as quickly as possible. If your account manager is unable to satisfactorily resolve the issue, you may request that they escalate the matter to their supervisor.
Step 3: Review by Compliance Department
If the issue remains unresolved or the complaint involves your account manager, you may request that your complaint be referred to our Compliance Department, should this not have already occurred. The Compliance Department will review the matter and provide you with a final internal dispute resolution outcome.
Step 4: External Dispute Resolution
If you remain dissatisfied with the outcome following our internal dispute resolution process, you may refer your complaint to the Financial Dispute Resolution Service (FDRS), where Zero Markets (NZ) Limited is a registered member (FDRS Membership Number FM4519).
As a participant in the FDRS scheme, you may lodge your complaint at no cost if we have been unable to resolve the issue internally. To assist FDRS in handling your complaint, please include the following information:
Your complaint will be handled fairly and professionally by the FDRS, who will make every effort to find a resolution that is mutually beneficial for both parties.
FDRS Contact Details:
Name: Financial Dispute Resolution Service (FDRS)
Website: http://fdrs.org.nz
Email: [email protected]
Freephone: 0508 337 337
International callers: +64 4 381 5047
Physical Address: Level 4, 142 Lambton Quay, Wellington 6011, New Zealand
Postal Address: Freepost 231075, PO Box 2272, Wellington 6140, New Zealand
