How to make a complaint

Email hello@compareloans.co.nz. Tell Compare Loans:

• your name;
• how to reach you;
• what happened;
• what you would like Compare Loans to do.

Compare Loans acknowledges every complaint within 5 working days and aims to give you a full response within 20 working days. If it needs longer, Compare Loans tells you why and when to expect an answer.

You can take it further, and where you go depends on what the complaint is about. Compare Loans is not a member of a dispute resolution scheme, because it does not provide a financial service that requires one.

• Your personal information: the Office of the Privacy Commissioner, at privacy.org.nz or on 0800 803 909.
• Information on Compare Loans you think is misleading: the Financial Markets Authority (FMA).
• A claim for a loss: the Disputes Tribunal, within the Tribunal's limits.

Go to the broker first. Every licensed broker has a complaints process, explained in the broker's disclosure statement, and Compare Loans can tell you which broker received your enquiry.

If the broker does not resolve it, take the complaint to the broker's dispute resolution scheme. The schemes are free for you and independent of the broker, and the broker's disclosure statement names the one that applies.

New Zealand has four approved dispute resolution schemes:

• Banking Ombudsman Scheme
• Insurance & Financial Services Ombudsman Scheme (IFSO)
• Financial Services Complaints Ltd (FSCL)
• Financial Dispute Resolution Service (FDRS)

Go to the lender first. If the lender does not resolve it, take the complaint to the lender's dispute resolution scheme, which the lender's disclosure statement names.

MoneyTalks gives free and confidential help with money and debt.

• Phone 0800 345 123
• Online at moneytalks.co.nz