Complaints

We try hard to look after our customers, but unfortunately on rare occasions problems can arise.

Suggested First Step
If you have a problem or complaint we ask that you first try to resolve this with one of our service team. If you are still not happy please ask to speak with their manager. We find most issues will be resolved at this stage.

Raising a Formal Complaint
However if you are still not satisfied, please complete the following form and your complaint will be sent directly to our Compliance Manager for prompt resolution.

What happens now?
We have an internal process to deal with complaints which are dealt with by our compliance team who operate independently from our lending and collections teams. We undertake to investigate your complaint and propose a resolution to you promptly (usually in 1-3 days).

After our internal review:
If you’re still not satisfied with the resolution offered by our compliance team you can contact our independent disputes resolution scheme operated by Financial Services Complaints Ltd (“FSCL”) and approved by the Ministry of Consumer Affairs.
FSCL may be contacted at:
Phone:  0800 347 257
E-mail:  info@fscl.org.nz
Website:  www.fscl.org.nz

There is not cost for you to use the services of FSCL.
FSCL generally does not deal with complaints about fees or interest charges unless such fees and/or interest charges are not in accordance with your loan agreement.