Complaints Process

At Partners Finance Limited, we are committed to providing excellent professional service. If you are unhappy with any part of our process, please let us know.

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Step 1: Talk to Us

The quickest way to resolve a concern is to contact us directly. You can contact us by:

• Phone: 0800 727 101
• Email: info@partnersfinance.co.nz
• Post: Suite 8, 99 Mana Esplanade, Paremata 5026

Please include all relevant details, including best contact details and a summary of your complaint.

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Step 2: Internal Review

We will acknowledge your complaint within 2 working days and aim to resolve it as quickly as possible, in most cases within 10 business days.

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If the matter is more complex or requires further investigation, we will keep you informed of our progress and aim to resolve it within 20 business days.

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Step 3: Resolution not satisfactory?

If we cannot resolve your complaint to your satisfaction, you can refer your complaint to Financial Services Complaints Ltd (FSCL).

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FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you.

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You can contact FSCL by:

Phone: 0800 347 257

Email: complaints@fscl.org.nz

Website: fscl.org.nz

Post: PO Box 5967, Wellington 6140

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