Complaints handling and dispute resolution

If you are not satisfied with our service or financial advice provided by our advisers, please tell us as soon as possible.

Call: 0800 273 343 539 or (09) 445 0003

Email: Accounts@crediflex.co.nz

Write to: PO Box 99094, Newmarket 1149, Auckland

When we receive a complaint:

  • We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
  • If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint
  • We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.

If we cannot agree on how to fix the issue, you can contact our external disputes resolution scheme, Financial Services Complaints Limited (FSCL). FSCL provides a free and independent dispute resolution service that may help to resolve your complaint. To contact FSCL

Call: 0800 347 257 or 04 472 3725

Email: info@fscl.org.nz

Write to: PO Box 5967, Wellington 6140

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