Finance Now Feedback Management Process
At Finance Now our vision is to be a valued service oriented organisation and the first choice for your financing needs. Your feedback provides us with valuable information which we use to enhance our products and services and develop our staff to meet your needs.
At Finance Now we value your opinion and want to hear from you. If you are unhappy with the outcome of an experience with Finance Now, we want to know about it. If you feel our staff have exceeded your expectations in the service you received, we want to know about it too.
How to get in touch with us:
Call us on 0800 346 669 and explain your concerns or compliments to our experienced staff. Finance Now is open six days a week for the hours as follows:
Monday – Friday: 8:30am to 6:00pm
Saturday – 9:00am to 5:00pm
If you would rather express yourself in writing, you can email your concerns or compliments to firstname.lastname@example.org or complete our feedback form.
Your issue is important to us and we will acknowledge your receipt within 24 hours of receiving your complaint.
Ensure you include your full name, date of birth and Finance Now account number to enable our staff to identify your file prior to contacting you to discuss the matter further.
If you do not have access to the internet or email, please send your concerns or compliments to either of the following addresses:
Finance Now Finance Now
PO Box 1204 Private Bag 41901
Invercargill 9840 St Lukes, Auckland 1346
How Finance Now’s Feedback Process works for you:
Finance Now will make every effort to work with you to resolve your issue. Our staff will make every effort to resolve your issue immediately. Where they require further experience to resolve the situation, you will be advised who will be handling it and when you can expect a response from that person. Any issue unresolved within an agreed timeframe is reviewed and monitored by Finance Now management.
If, for any reason you are not satisfied or we are unable to reach a resolution, you can ask for independent help from the Banking Ombudsman. This service is free of charge to you; however the Banking Ombudsman is unable to resolve any of the following topics:
- issues about commercial judgement
- issues about interest rate policies or the amount of standard fees and charges
- issues older than six years old or that where a settlement has been reached between you and
Independent Review by the Banking Ombudsman:
The Banking Ombudsman Scheme was set up in 1992. The Banking Ombudsman provides a free investigation and dispute resolution service to consumers who wish to resolve a complaint about any registered financier or bank which has not been able to resolve it by their internal disputes resolution process.
Learning from mistakes is a important part of business - by doing this the aim is to reduce complaints and improve your financial experience. To assist, the Banking Ombudsman have created a series of quick guide fact sheets to provide consumers with helpful guidance in a user-friendly format. We have inserted the following two which may provide you some help.
Click on the links for the information on the following:
- Direct Debits Quick Guide (PDF 56k)
View this quick guide for information on: how direct debits differ from automatic payments, what happens when there are insufficient funds in your account to pay a direct debit, cancelling a direct debit, and what happens if your bank or lender does not cancel a direct debit.
- Hardship and Financial Difficulty Quick Guide (PDF 61k)
Banks and other lenders can help their customers work through periods of hardship and financial difficulty. View this quick guide to find out how.
- Guaranteeing somebody else's debt (PDF 843kb)
Sometimes a bank will only provide credit to a customer if someone else provides a guarantee. If you agree to be a guarantor for a borrower, the bank can require you to pay the borrower's debts if they default on their repayments.
For more information regarding the Banking Ombudsman and their services download their brochure or visit www.bankombudsman.org.nz
Contacts for the Banking Ombudsman:
The Office of the Banking Ombudsman
PO Box 10573
Freephone: 0800 80 59 50
Phone: 04 471 0006
Fax: 04 471 0548