Your feedback matters!
Complaints and Dispute Resolution
At CFI Finance, we are committed to providing a high standard of service. If you are unhappy with any aspect of our service, we want to hear from you and work with you to resolve the issue as quickly and fairly as possible.
Making a complaint will not affect the way we treat you or your application.
How to make a complaint
You can raise a complaint with us at any time using the contact details below:
Email: [email protected]
Phone: 0800 456 687
Post:
Complaints Manager
CFI Finance
Suite 15124, 17B Farnham Street
Parnell, Auckland 1052
New Zealand
You do not need to put your complaint in writing or use the word “complaint”. Complaints can be made by phone, email, or in writing. We encourage you to provide as much detail as possible so we can properly understand and investigate your concerns.
What happens after you make a complaint
We follow a structured internal complaints process designed to resolve complaints fairly and promptly.
Acknowledgement
We will acknowledge your complaint as soon as practicable, and generally within two business days, and explain the next steps in our process.
Investigation
We will investigate your complaint objectively. This may involve reviewing documents, speaking with staff members, or requesting further information from you.
Response
We aim to provide a final response within 20 business days of receiving your complaint. If we need more time, we will let you know why and keep you informed.
Our response will clearly explain:
our understanding of your complaint
the outcome of our investigation
the reasons for our decision
any actions or remedies we propose (if applicable)
There is no cost to you for making a complaint.
Continuous Improvement
We record and review complaints to help us improve our services and ensure we continue to treat our customers fairly.
If you’re not satisfied with our response
CFI Finance is a member of Financial Services Complaints Limited (FSCL), an independent and free external dispute resolution service.
If you are not satisfied with the outcome of our internal complaints process, or if your complaint has not been resolved within a reasonable timeframe, you may refer your complaint to FSCL.
Financial Services Complaints Limited (FSCL)
Phone: 0800 347 257
Email: [email protected]
Website: www.fscl.org.nz
