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Complaints Procedure

Hawera Finance strives to deliver the highest level of service to our clients/customers. However, should you not be satisfied with our level of service we suggest that you should lodge a complaint with us.

A customer Complaint Form needs to be completed which details the problem so we can investigate what happened and try to resolve the issue.

You can collect a copy of this form from our office, you can contact us (refer to the Contact page for details) and we can mail you a copy, or you can download a form from the Downloads page.

We will endeavour to resolve your complaint within 20 days through our internal process.

If we are unable to settle the matter within this timeframe, you should then contact Financial Services Complaints Limited who will investigate and deal with your concerns promptly and impartially through an external disputes resolution process.

You can contact Financial Services Complaints Limited on:
04 472 FSCL (472 3725) - or visit their website at www.fscl.org.nz for further information and contact details.