Our aim is to consistently provide customers with a great lending product and customer service. If you have a complaint about our product or the service you’ve received, we would like to hear and have the opportunity to resolve it.
You can provide feedback or make a complaint by calling 0800 473 000 or emailing us.
If you have a complaint related to our product or the conduct of our employees, please contact us. If we’re unable to resolve your complaint on the spot, we’ll provide you with a complaint reference number.
We will try to respond to your complaint within five business days.
During the complaints process, we’ll provide the name and contact information of the person or team handling your complaint. If following our complaints process you remain dissatisfied, you may contact our external dispute resolution scheme provider, Financial Services Complaints Limited (FSCL) - A Financial Ombudsman Service. Subject to their Terms of Reference, they may be able to review your complaint. Refer to the FSCL website for contact details.
If we can’t respond to your complaint within five days because further information or investigation is required, we’ll tell you within that time frame and seek to agree on a reasonable alternative timeframe with you. We’ll keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.
If you’re not satisfied with our response to your complaint or we can’t agree on an alternative timeframe, you may have your complaint progressed to Stage two. We’ll let you know who to contact for this review.
Your complaint will be reviewed by one of our internal dispute resolution officers who has the appropriate experience, knowledge and authority. Where practical, this person will be different from the person whose decision or conduct is the subject of the complaint or who was involved in the stage one decision.
We'll endeavour to respond to your complaint within 40 calendar days.
If we can’t respond to your complaint within the specified period because further information or investigation is required, we’ll tell you within that time frame and seek to agree on a reasonable alternative timeframe with you. We’ll keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.
We’ll respond to your complaint in writing, giving reasons for any decision.
If we can’t agree on an alternate timeframe, we haven’t provided you with a final decision within 40 days of us receiving the complaint, or if you remain dissatisfied with our final response to your complaint, you have the right to take your complaint to the Financial Services Complaints Ltd (FSCL).
FSCL can be contacted online through the FSCL website, by email or by calling 0800 347 257.
Their mailing address is:
Financial Services Complaints Ltd
PO Box 5967
Wellington 6140
