Terms & Conditions
If you are not satisfied with the service you have received from us you should contact us.
We have an internal complaints process and undertake to investigate your complaints promptly and fairly.
You may contact us to make a complaint by telephone, by email or in writing. We are a member of an independent dispute resolution scheme operated by The Insurance & Financial Services Ombudsman Scheme Inc. (“IFSO Scheme”) and approved by the Ministry of Consumer Affairs. The IFSO Scheme resolves complaints about financial services.
This service is independent and free for our customers. If we are unable to resolve your complaint, contact the IFSO Scheme.
We have 40 days to respond to your complaint. If you are not satisfied by our response, and the complaint relates to credit provided under a credit contract, you may refer the matter to IFSO by emailing firstname.lastname@example.org, calling IFSO on 0800 888202 or writing to PO Box 10-845, Wellington.
Full details of how to access the IFSO Scheme can be obtained on their website www.ifso.nz. There is no cost to you to use the services of IFSO and this will help us resolve any disagreements.