Complaints process
If something has gone wrong, we want to hear about it. Every complaint helps us improve, and we are committed to resolving complaints fairly, promptly and in line with our obligations under the Credit Contracts and Consumer Finance Act 2003 and the Financial Service Providers (Registration and Dispute Resolution) Act 2008.
There are two stages: an internal complaint to us, and (if you are not satisfied with our response) an external complaint to our independent dispute resolution scheme.
Make an internal complaint to us
Start by letting us know directly. The fastest way is by email, but you can also phone or write to us.
What to include in your complaint
-
Your name and contact details -
Your loan account number, if you have one -
A clear description of what has happened and when -
Any documents or evidence that support your complaint -
The outcome you are seeking
What happens after we receive your complaint
We acknowledge your complaint
Within 5 working days of receiving your complaint, we send written acknowledgement (by email) confirming we have it, who is handling it, and the next step.
We investigate and gather information
We review the relevant loan records, communications and any documents you have provided. We may contact you to clarify details or request additional information.
We respond in writing
We aim to resolve every complaint within 40 working days of receipt. Our written response sets out our findings, our decision, and any steps we propose to take.
Escalate to external dispute resolution
If we have not been able to resolve your complaint to your satisfaction, or if you have not heard a final response from us within 40 working days, you can take the complaint to our independent external dispute resolution (EDR) scheme.
The EDR scheme is free for you to use, independent of us, and reviews complaints about financial services providers. Their decision is binding on us but not on you.
Our EDR scheme
Financial Services Complaints Limited (FSCL)
Cabin Funders is a member of FSCL through JFK Capital Limited.
- Website
- fscl.org.nz
- complaints@fscl.org.nz
FSCL is one of four approved external dispute resolution schemes in New Zealand under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.
The EDR scheme can consider complaints about financial services we provide, including how we set up your loan, the information we gave you, how we handled repayments or arrears, and how we handled your complaint internally.