Complaints Handling Policy
Zero Markets (NZ) Limited (trading as ZERO Markets) is committed to providing high-quality service to our clients. We take all complaints seriously and aim to resolve them fairly, promptly, and free of charge.
Call us on +64 800 678 010 or write to us at the address listed under "How to make a complaint" below.
1. Scope
This policy describes how Zero Markets (NZ) Limited receives, acknowledges, investigates, and responds to complaints from our clients about the financial services we provide and about the ZERO Markets mobile application and website.
2. What is a complaint?
A complaint is any expression of dissatisfaction made to us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.
3. How to make a complaint
You can submit a complaint through any of the following channels:
| Channel | Details |
|---|---|
| Phone | +64 800 678 010 (Mon – Fri, 9:00 – 18:00 NZST) |
| Complaints Officer, Zero Markets (NZ) Limited, Level 22, Tenancy 2, The Sap Tower, 151 Queen Street, Auckland CBD, Auckland, 1010, New Zealand | |
| In-app | Tap "Help" → "Contact Support" → "Make a complaint" |
To help us investigate efficiently, please include:
- Your full name and registered account details.
- A clear description of your complaint.
- Any supporting evidence (screenshots, transaction IDs, dates and times).
- The outcome you are seeking.
4. Our complaints handling process
Step 1 — Acknowledgement
We will acknowledge your complaint within 2 business days of receipt and assign it a unique reference number for tracking.
Step 2 — Investigation
A complaints officer will review your complaint and may contact you to request additional information. We will keep you informed of our progress at reasonable intervals.
Step 3 — Resolution
We aim to resolve all complaints as quickly as possible, and in any case within 30 calendar days of receipt. Where a matter is more complex and additional time is required, we will notify you in writing of the reason and provide an updated expected resolution date.
Step 4 — Final response
Once our investigation is complete, we will provide a written final response that explains the outcome, the reasoning behind it, and any remedial action we propose to take.
5. Complaints relating to our brokerage partner
Order execution, clearing, custody, and certain account services are provided by our U.S. broker-dealer partner Alpaca Securities LLC (member FINRA / SIPC). If your complaint relates to those services, we will work with Alpaca on your behalf, or you may contact Alpaca directly using the details published on alpaca.markets.
6. Records
We keep a record of all complaints received and the outcome of each complaint for a minimum of seven years, in line with our regulatory record-keeping obligations.
7. Contact
Zero Markets (NZ) Limited
Level 22, Tenancy 2, The Sap Tower, 151 Queen Street, Auckland CBD, Auckland, 1010, New Zealand
Phone: +64 800 678 010