HOW TO MAKE A COMPLAINT

While we always endeavour to provide you with the highest level of customer service, we understand that there may be a rare occasion where you have reason to make a complaint.

Should you be unhappy with our service, we would like to hear about it so that we have the opportunity to try to resolve the issue.

OUR CONTACT DETAILS

In the first instance, please contact us via:

Telephone: +64 9 303 1553, office hours are 9am and 5:30pm weekdays, excluding national holidays.

Post:
NF Global Limited
c/ - Complaints Team
Lower Lobby, 2 Princes Street
Auckland 1010, New Zealand

Email: banking@nfglobal.nz

To assist our review, please provide us with your name, account number or last four digits of your card number, the reason for your concern and as much relevant information as possible.

NEXT STEPS

Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately. If we are unable to resolve your complaint within 3 business days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.

Although we have up to 2 months to resolve your complaint, we will write to you to update you on the progress of your complaint and, where possible, advise you on the expected resolution date. We will also send you a full and final response as soon as we complete our investigation.

In the unlikely event that we cannot finalise the investigation after 2 months, we will contact you and advise you of the possible next steps (these are listed below).

FINANCIAL DISPUTE RESOLUTION SERVICE

We are committed to ensuring all complaints are fairly addressed. However, if you are still unhappy with the outcome of our final response, or if 2 months have passed and we have been unable to respond, you have the following options:

  • • If you prefer, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.
  • • Alternatively, you may choose to refer your complaint to the Financial Dispute Resolution Service for an impartial review and would need to do so within three months of our final response or within two years from when the complaint was first raised with us:

    Address:
    Financial Dispute Resolution Service
    Level 4, 142 Lambton Quay
    Wellington Central, Wellington 6011, New Zealand

    Post:
    Freepost 231075
    PO Box 2272
    Wellington 6140, New Zealand

    Freephone: 0508 337 337

    International Calls: +64 4 910 9952, if you are calling from outside New Zealand

    Email: enquiries@fdr.org.nz

    Website: https://fdrs.org.nz/

The External Dispute Resolution Scheme is a statutory requirement for us to have, and is a free service established to provide you with an independent mechanism to resolve specific complaints.