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.

We are always looking for ways to improve our service to you. If something has gone wrong we want to know. Please send an email to admin@hawerafinance.com and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

When we receive your complaint, we will:
• acknowledge your complaint within 1-2 business opening days
• gather and evaluate information about your complaint
• respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve the complaint. You can contact FSCL:
• by calling 0800 347 257
• by emailing complaints@fscl.org.nz
• through FSCL’s website: www.fscl.org.nz
• writing to: FSCL, PO Box 5967, WELLINGTON 6011

As an alternative, 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. Generally this is a free service for clients.

You can contact Financial Services Complaints Limited on:
0800 347 257 - or visit their website at www.fscl.org.nz for further information and contact details.