1. Purpose and our commitment
Briana Global Limited aims to provide a fair, accessible and timely way for customers and other affected people to raise a concern. We welcome feedback because it helps us understand what has happened and consider what may need to be put right.
This policy explains how to make a complaint about Briana Global Limited, how we will deal with it, and how to obtain independent help or refer an unresolved complaint to Financial Services Complaints Limited (FSCL) – a Financial Ombudsman Service.
A complaint is any expression of dissatisfaction about our services, a transaction, our people, policies, communications, or complaint handling where a response or resolution is expected. You do not need to use the word “complaint” or a particular form for us to treat a concern as a complaint. A request for information or service will not usually be a complaint, but please tell us if you want it handled as one.
We will not charge you to make a complaint or to have it considered under this policy. You may use an authorised representative, advocate or support person. Nothing in this policy limits any right or remedy that cannot lawfully be excluded or limited.
2. Who this policy covers
This policy applies to complaints about Briana Global Limited and the services we provide. Our registered financial services are described in section 11. We do not act as a broker and do not offer contracts for difference, derivatives, securities, investment advice, lending or credit, deposit accounts, or cryptocurrency services.
If a concern relates principally to another organisation, including a recipient bank, payment provider, merchant or service provider, we will explain, where reasonably practicable, whether we can consider the matter and what information or next step may assist. This does not prevent you from making a complaint to us about our own acts, omissions or communications.
3. How to make a complaint
You may make a complaint in the way that is most suitable for you. Please do not include passwords, one-time codes, or other access credentials in a complaint.
Route
How to use it
Send your complaint to complaints@brianaglobal.com. You may also contact support@brianaglobal.com and ask for your concern to be recorded as a complaint.
Website or app
Use the complaints form or complaints function made available on our website or app, and select or state that your message is a complaint.
Post
Write to: Complaints, Briana Global Limited, 3 Garland Drive, Saint Andrews, Hamilton 3200, New Zealand.
Authorised representative
Your representative may use any of the above routes. We may ask for evidence that they are authorised to act for you before discussing personal or account-specific information with them.
Accessibility or communication support
Tell us what support or format would help you participate in the process. You or your representative can request this at complaints@brianaglobal.com or support@brianaglobal.com. We will consider reasonable arrangements in the circumstances.
For a privacy-related complaint or question, you may also contact support@brianaglobal.com. For a compliance-related concern, you may contact compliance@brianaglobal.com. These routes do not remove your right to make a complaint through any other route in this policy.
To help us investigate, please provide your name and preferred contact details, a clear description of what happened, relevant dates, transaction or reference details if available, copies of relevant communications, and the outcome you seek. You may still complain if you do not have all of this information. We may contact you for information needed to understand or investigate the matter.
If you believe a payment may involve a scam, fraud or other urgent concern, please contact us promptly through a route above and consider the Police channels in section 7. Prompt contact may help us consider the options available, but it does not guarantee that a payment can be stopped, recalled or returned.
4. Our complaints process and timeframes
We will record your complaint, assess the issues raised, and investigate the matter fairly. We may need to obtain information from you, our personnel, or relevant third parties. We will keep you informed if that is likely to affect the timeframe.
For this policy, a business day or working day is a day other than a Saturday, Sunday or public holiday in New Zealand. Time runs from the day we receive the complaint.
Stage
What we will do
Timeframe
Acknowledgement
We will acknowledge your complaint, normally in writing, give you a reference if one is available, explain the next steps, and tell you how to contact us.
Within 2 business days of receipt.
Investigation
We will review the issues, relevant records and information, and may ask you for further details or authority to obtain information.
We will progress the investigation without undue delay.
Final response
We will aim to give you a written final response explaining our decision, the reasons for it, and any proposed remedy or next step.
Within 20 working days of receipt.
More time needed
If we need more time, we will write to you with the reason, the work still required, an expected response date, and information about FSCL.
We will provide the update as soon as practicable and before the 20-working-day target where possible. We will provide a final response no later than two months after receipt. If law prevents us from disclosing particular information, the final response will provide as much information as we can lawfully provide and will explain your FSCL escalation route.
Examples of matters that may require additional time include a need for information from you or another party, a complex transaction history, a related investigation or legal process, or circumstances in which information cannot lawfully be disclosed. If more time is needed, we will continue to provide written progress updates that are appropriate in the circumstances. An extension does not affect your right to contact FSCL.
5. Fair, impartial and outcome-focused handling
We will consider complaints on their facts, without undue bias. A person who has a personal interest in the complaint or was directly involved in the matter will disclose the conflict. Where appropriate, we will allocate the investigation or review to another suitably placed person. If a conflict cannot reasonably be managed in this way, we will consider another appropriate arrangement and will not restrict your right to contact FSCL.
Our final response will normally state the scope of the complaint considered, our findings, the principal reasons for the decision, any action we propose, and the available escalation options. We may ask whether you accept a proposed resolution. You are not required to accept a proposed resolution merely because it is offered.
Where a complaint is upheld in whole or in part, an appropriate response may include an explanation, apology, correction, reconsideration of a decision, correction of an error, reimbursement or fee adjustment, or another form of practical redress. Any remedy will depend on the facts, applicable law, our contractual obligations and what is reasonably available. This policy does not promise a particular outcome, payment, recall, return or legal remedy.
If you are dissatisfied with our final response, you may ask us to arrange an internal review by emailing complaints@brianaglobal.com. An internal review is optional and does not prevent you from contacting or referring the matter to FSCL.
6. Independent external dispute resolution — FSCL
Briana Global Limited is a member of Financial Services Complaints Limited (FSCL) – a Financial Ombudsman Service. Our FSCL membership number is 9518, effective from 13 November 2025.
FSCL is an independent dispute resolution scheme. Its service is free for consumers. You may contact FSCL at any time for information or help in making a complaint. If you are dissatisfied with our response, or your complaint remains unresolved, you may ask FSCL to consider the matter. It is often helpful to give us the opportunity to resolve your complaint first; however, you do not need to wait to contact FSCL for assistance. FSCL will decide whether a complaint falls within its rules, jurisdiction and process.
FSCL contact route
Details
Telephone within New Zealand
0800 347 257
Telephone from overseas
+64 4 472 3725
complaints@fscl.org.nz
Post
Financial Services Complaints Limited, PO Box 5967, Wellington 6140, New Zealand
Online complaint URL
https://fscl.org.nz/make-a-complaint/complaint-form/
Website
https://fscl.org.nz/
FSCL states that providers should normally resolve a complaint within 20 working days and that a complex matter may take up to two months. If a complaint is not resolved after two months, FSCL explains that it may start its investigation.
7. Other agencies and Police
The following channels may be relevant depending on the nature of your concern. They do not replace our complaints process or FSCL, and each organisation decides whether it has jurisdiction or will take action. A report to a regulator or the Police may not resolve an individual dispute or result in compensation or another particular outcome.
Concern
Possible contact
Important information
Privacy or personal information
Office of the Privacy Commissioner — make a complaint
The Privacy Commissioner generally expects you to try to resolve the issue with us first. You can contact us at support@brianaglobal.com
Conduct or information within the Financial Markets Authority’s remit
Financial Markets Authority — make a complaint
The FMA assesses reports according to its statutory functions and priorities. It may not investigate every report or resolve an individual customer dispute.
Suspected crime, scam or fraud
New Zealand Police — report a non-emergency matter or call 105. In an emergency or where there is immediate danger, call 111.
You may also notify us promptly through the contact routes in section 3. Police determine their own response and investigation.
8. Privacy, confidentiality and lawful disclosure limits
We will handle personal information connected with a complaint in accordance with applicable privacy law and our privacy practices. We may use information provided in a complaint to receive, investigate, respond to and record the complaint; improve our services and processes; meet legal or regulatory obligations; and obtain advice or assistance where appropriate.
We may share relevant complaint information with people involved in investigating or resolving the matter, an authorised representative, FSCL, professional advisers, service providers, regulators, law-enforcement agencies or other parties where this is permitted or required by law, or reasonably necessary to handle the complaint. We will seek any authority that is needed before obtaining or disclosing information to a representative or another party.
You may ask about access to or correction of your personal information by contacting support@brianaglobal.com. Please see our Privacy Policy for further information about our handling of personal information.
Some complaints may relate to checks, inquiries, restrictions or actions required or permitted under anti-money laundering and countering financing of terrorism laws (AML/CFT) or other laws. We will provide information about our decision to the extent appropriate, but we may be unable to provide particular information where disclosure would be unlawful or could prejudice prevention, detection, investigation or enforcement activity. We cannot confirm whether information has been reported to an authority. These limits do not remove our obligation to consider your complaint fairly.
9. Complaint records, learning and systemic issues
We maintain a restricted complaints register and related records. We use these records to administer complaints, monitor timeliness and outcomes, identify trends, and support governance and improvement.
Where a complaint indicates a recurring, widespread or systemic issue, we may assess the root cause, the potential population affected, and whether corrective action, customer communication, remediation, process change, further review or notification is appropriate. Any action will depend on the facts, applicable law and the circumstances. We will not disclose another person’s personal information or confidential information when responding to you.
10. Your rights are preserved
You may seek independent advice or use any other avenue available to you. Using this policy, requesting an internal review, contacting FSCL, or contacting another agency does not take away rights you may have under New Zealand law. Equally, this policy does not require us or FSCL to reach a particular legal conclusion or outcome.
11. Briana Global Limited — legal and regulatory information
Briana Global Limited is a New Zealand company (company number 9362687; NZBN 9429053039798) with registered office at 3 Garland Drive, Saint Andrews, Hamilton 3200, New Zealand.
As verified on 9 September 2026, Briana Global Limited is registered on the New Zealand Financial Service Providers Register (FSPR) under FSP1010808 to provide the following registered financial services: changing foreign currency; issuing or managing means of payment; and operating a money or value transfer service.
FSPR registration is not a licence or a New Zealand government endorsement. New Zealand has no specific general licence for e-money institutions or payment service providers. Other legal or regulatory obligations may apply depending on the service and business model; this policy does not state that Briana Global Limited is licensed or endorsed by a New Zealand regulator.[2] [3]
12. Contact us about this policy
For questions about this policy or the complaints process, contact complaints@brianaglobal.com or support@brianaglobal.com. For privacy matters contact support@brianaglobal.com. For compliance matters contact compliance@brianaglobal.com.
Version 1.0 | Effective 9 September 2026