At Electric Loans New Zealand we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
You can contact us by whichever of the following means best suits you:
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an update on your complaint
If you have lodged a complaint with us, you can contact us at anytime to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
Resolution
We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.
Taking it further
We will deal with your complaint using our internal complaints-handling process:
We will investigate your complaint by analysing the information you provided us; and
We may contact you to get additional information about your complaint.
We aim to resolve your complaint within 40 days of its receipt and advise you, in writing, our proposed resolution to your complaint.
If we cannot resolve your complaint within 40 days of receipt (or any additional time you have given us thereafter, at our request) you can contact the Financial Services Complaints Ltd (FSCL).
FSCL provides an independent external dispute resolution service to consumers with complaints about their financial service providers. This service will cost you nothing and will help us to investigate or resolve your complaint if it is not resolved to your satisfaction using our internal complaints process.
You can contact the Financial Services Complaints Scheme at:
E: complaints@fscl.org.nz
W: www.fscl.org.nz
T: 0800 347 257 or +64 4 4723725
A: Level 4, 101 Lambton Quay, Wellington 6011 or P O Box 5967, Wellington 6140
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