Complaint process
If you are not satisfied with our service or financial advice, please tell us as soon as possible.
- Call: 0800 562 010
- Email: info@nextdoor.kiwi
- Write to: 71 Lowe Street, Gisborne 4010
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 cannot resolve it immediately, we will acknowledge your complaint within two business days. We may contact you for further information.
- We aim to resolve complaints within 10 working days. If we need more time, we will let you know when you can expect a response.
- 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.
Financial Services Complaints Limited
If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external disputes resolution scheme, Financial Services Complaints Limited (FSCL). FSCL provides a free and independent dispute resolution service.
Financial Services Complaints Limited
Website: fscl.org.nz
Call: 0800 347 257
Email: complaints@fscl.org.nz
Write to: Level 4, Sybase House, 101 Lambton Quay, Wellington 6011