If you have a complaint that relates to us, or if you are unhappy with how our Mortgage Broker has dealt with you or our financial advice service, you can contact Finax’s internal complaints service by emailing us at support@Finax.co.nz with the heading Complaint – (Your Name), or by calling 09 258 4988.

Please set out the nature of your complaint, and the resolution you are seeking.

When we receive a complaint, we will consider it following our internal complaints process:

• We aim to acknowledge receipt of this within 24 hours and record your complaint in our Complaints Register.
• We may want to meet with you to better understand your issues.
• We will then investigate your complaint and provide a response to you within 7 working days of receiving your complaint. If we need more time to investigate your complaint, we’ll let you know.
• If we cannot agree on how to resolve the complaint, we will send you a letter of deadlock. You may then contact our Dispute Resolution Scheme, Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service.

FSCL are independent and free for clients and an external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve the complaint.

You can contact FSCL

• by calling 0800 347 257
• by emailing complaints@fscl.org.nz
• through FSCL’s website: http://www.fscl.org.nz/complaints/complaint-form
• writing to: FSCL, PO Box 5967, Wellington 6140