Feeback & Complaints
Have you had a great experience with us? A not so great one?
Good or bad, we want to hear about it.
We pride ourselves on the relationship we have with our customers, but are aware that we can always do better. Receiving feedback allows us to identify ways we can improve, and ultimately helps to provide you with a better service.
If you’d like to lodge a complaint, we recommend talking to your loan manager directly, or contacting a senior loan manager. You can reach them on 0800 462 277.
If you are not 100% satisfied with the response and would like to escalate your complaint, we do have an internal Feedback & Complaints Committee who can take your complaint further. Please email firstname.lastname@example.org.
If this does not solve your complaint fully, your next step is the Financial Services Complaints Ltd (FSCL), an industry-specific independent external dispute resolution scheme, approved by the Ministry of Consumer Affairs. Complaints to FSCL must meet certain criteria, available on the FSCL website.