We try to ensure things run smoothly during your loan agreement. However, if you find yourself in financial hardship, or a problem occurs, contact us as soon as possible. We will do our best work with you to find a solution.
When things go wrong financially, it can be very distressing but knowing what to do can make things easier for you. If you are unable to keep up your payments or other obligations because of illness, injury, loss of employment, the end of a relationship, or other reasonable cause, you may be able to apply for a variation to your loan agreement. To apply for a hardship variation, we recommend you contact us straight away so we can guide you through the process and help find a solution. You can also get free and confidential independent budgeting advice at any time from a financial mentor available through www.moneytalks.co.nz or free calling 0800 345-123.
Fees and Charges
If you get behind in your payments, there may end up being more interest and administration charges to your loan agreement than what was initially expected. Having arrears also means that default fees and charges may be applicable. Our schedule of fees and charges is available here.
We recommend you contact us 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 to PO Box 37-275, Lower Hutt 5141 or via email@example.com 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.
Although we will do our absolute best to resolve any problem internally, if you are not satisfied you can contact the free independent dispute resolution scheme visiting www.fdrs.org.nz or free calling 0508 337-337.
Creditor registration name: Direct Cash Orders Limited trading as DCO FINANCE
Registration Number: FSP3841