Complaint and Suggestion

Steps to File a Complaint

If you are dissatisfied with our services or you have any suggestion so that we can improve our services , please bring to our notice as soon as possible for you by emailing us at complaints@globalfinance.co.nz or calling us at 09 255 55 00.

When we receive your complaint or dissatisfaction or suggestion to improve our services , we will review it through our internal complaints resolution process:

• Immediate Resolution: If we can address your concerns immediately, we will do so. If not, we will acknowledge receipt of your complaint—typically within two working days and outline our proposed steps to resolve it. Sometimes we request additional information from you to fully address your concerns.
• Resolution Timeline: Our goal is to resolve complaints as soon as possible.
• If your compliant requires more investigation, we will try to complete it within a reasonable time frame. We aim to resolve complaints within 10 to 15 working days to the best of our ability. In few cases or due to unavoidable circumstances, if more time is required, we will inform you within that timeframe and provide an update on the progress.
• Communication: Once we have reviewed your complaint, we will contact you via phone or email to explain whether and how we can resolve it.

If we are unable to resolve your complaint through our internal process or if you remain dissatisfied with the outcome, you can escalate the matter to our external, government-approved dispute resolution provider, Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service.

FSCL offers a free and independent dispute resolution service to assist in investigating or resolving your complaint if we cannot meet your expectations.

You can contact FSCL by:

• Email: complaints@fscl.org.nz
• Phone: 0800 347 257 (free call)
• Mail: PO Box 5967, Lambton Quay, Wellington 6145

We are committed to addressing your concerns and ensuring they are handled with fairness and care. We take your concerns seriously because it gives us an opportunity to improve our services and bring about good outcomes to you.