We're Listening
Something not right? Let's fix it
We aim to get every loan and every conversation right, but if we've fallen short, we want to know about it - and we want to make it right.
The quickest way to reach us is by email. Send us a note at info@northwestfinance.co.nz telling us what happened and what outcome you're after. If you have anything that helps explain the situation - an application reference, a message thread, a statement - attach it and we'll get up to speed faster.
You're also welcome to call us on +64 9 88 444 08 if you'd rather talk it through directly.
What happens after you get in touch
1. We acknowledge it
You'll hear back from us within two working days of your complaint reaching us.
2. We look into it
We gather the details, review what happened, and work out how to put things right.
3. We respond
You'll have our response - and a resolution wherever we can offer one - within 20 working days.
If we can't resolve it between us
Most things get sorted directly, but if you're not satisfied with our response, you can take your complaint to Financial Services Complaints Limited (FSCL) - an independent, not-for-profit dispute resolution scheme approved by the Minister of Consumer Affairs. FSCL investigates complaints fairly and independently, and there's no cost to you for using their service.
Financial Services Complaints Limited
- Website
- fscl.org.nz
- Phone
- 0800 347 257
- Post
- FSCL, PO Box 5967, Wellington 6140
Northwest Finance is a Registered Financial Service Provider (FSP 1012631) and a member of FSCL's dispute resolution scheme (Membership 9688).