Oyster is committed to handling complaints effectively and efficiently. We have a customer focused approach to our complaints handling process and support a proactive complaints management culture.

Our aim is to be transparent in how we receive, manage, and resolve complaints. If you are dissatisfied with our services, we would like to hear about it. 

Contact us first
Reach our Investor Relations Team on +64 9 632 1287 or
If you would like to write to us, our address is Oyster Property Group, PO Box 8302, Newmarket 1149, Auckland.

If the matter is unresolved
If, after raising your complaint with Oyster’s Investor Relations Team, you are unable to resolve your complaint or require further assistance, please complete the form here.

We will accept a complaint made by a representative on your behalf. A representative includes a person who is your financial advisor, legal representative, family member or friend.

Oyster has a formal complaints process. Dependent on the complexity of the complaint an investigation may take place with the goal of an agreed resolution. Once an agreement has been reached, we will send formal confirmation of the final decision.

If a resolution has not been mutually agreed
If you are dissatisfied with our decision for your complaint, you may refer the complaint to Financial Dispute Resolution Service (FDRS), an external, independent service of which we are a member. It is free for you to refer your complaint to FDRS.  

Financial Dispute Resolution Service 
Level 9, 109 Featherston Street, Wellington 6011 

Freepost 231075, PO Box 2272, Wellington 6140 

Freephone: 0508 337 337