Complaints And Concerns
MoneyShop Group Limited Complaints Procedure
Complaints & Concerns
Who to contact with a problem:
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.
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
