Complaints And Concerns
If something has not gone as expected, we want to hear from you. Contact us and we will work to resolve your concern promptly.
MoneyShop Group Limited complaints procedure
If you are not satisfied or you think the problem is a serious one, please send an email to info@moneyshop.co.nz and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.
When we receive your complaint, we will:
- acknowledge your complaint within 2 working days
- gather and evaluate information about your complaint
- respond to you within 20 working days
Financial Services Complaints Limited
If we are unable to resolve your complaint to your satisfaction, you may refer the complaint to Financial Services Complaints Limited (FSCL). FSCL is a free, fair, and independent 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 Financial Services Complaints Limited:
- by calling 0800 347 257
- by emailing complaints@fscl.org.nz
- through FSCL’s website: www.fscl.org.nz
You can write to FSCL at this address:
PO Box 5967
Lambton Quay
Wellington 6145
Want to get in touch?
Tell us what has happened
We will acknowledge your complaint within 2 working days and respond within 20 working days.