Please refer any complaint you have to the collections officer or customer service person in contact with you. They should endeavour to resolve any complaint you have promptly and fairly. However if this initial attempt to resolve the matter has failed, please address the issue to and mark it to the attention of the Complaints Officer. We have an internal complaints process and undertake to investigate any concerns promptly and fairly.
We are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs. If you are not satisfied with our response, you may then refer the matter to FSCL by emailing To submit a complaint, you need to: or calling on 0800 347 257.
FSCL does not deal with complaints about standard fees or interest rates unless such fees and/or interest rates are not in accordance with your loan agreement. There is no cost to you to use the services of FSCL.