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. 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 seven days a week for the hours as follows:
Monday – Friday: 9:00am to 7:00pm
Saturday and Sunday: 9:00am to 5:00pm
How to lodge a Complaint
If you would like to lodge a complaint, you can email your complaint to complaints@financenow.co.nz or complete our online complaint form. Your opinion is important to us and we will acknowledge receipt within 48 hours of receiving your complaint.
If emailing direct, please 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. 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 Insurance and Financial Services Ombudsman. This service is free of charge to you. Please be aware the Insurance and Financial Services 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 Finance Now
Independent Review by the Insurance and Financial Services Ombudsman:
The Insurance and Financial Services Ombudsman Scheme was set up in 1995. The Ombudsman provides a free investigation and dispute resolution service to our consumers who have not been able to resolve their complaint by our internal dispute’s resolution process. You are welcome to contact then directly to discuss your complaint at any time.
Learning from mistakes is an important part of our business – by doing this the aim is to reduce complaints and improve your financial experience.
For more information regarding the Insurance and Financial Services Ombudsman Scheme visit www.ifso.nz.
Contacts for the Insurance and Financial Services Ombudsman Scheme:
PO Box 10-845
Wellington 6143
NEW ZEALAND
Freephone: 0800 888 202
Phone: +64 4 499 7612 (overseas)
Email: info@ifso.nz