We try to ensure that things run smoothly during the course of your loan agreement. However, if a problem should occur, we will do our best to resolve it promptly.

We recommend you contact your nearest branch in the first instance and one of our staff will try to resolve it. If you feel the problem is of a particularly serious nature you could send your complaint in writing and attention it to our compliance team.

Compliance Team, PO Box 11 065, Wellington 6142

Your complaint will be acknowledged within 5 working days of receiving it with a response in writing to you within 14 days. Sometimes circumstances mean that problems need more time for investigation but we will always keep you informed of our progress.

Dispute resolution Although we will do our absolute best to resolve any problem internally, if you are not satisfied you can contact Financial Dispute Resolution Service. It is free to make a complaint to this independent dispute resolution scheme.