Our internal complaints procedure may be initiated by telephone, email, via our website or in writing. If we can’t resolve your issue immediately, here is how it will be dealt with:

  1. If you have made your complaint verbally or via our website, we will acknowledge your complaint immediately. If you have made your complaint in writing, we will acknowledge it within 5 working days of receiving it.
  2. We aim to have your complaint resolved within 5 working days and will email or write to you outlining the resolution. If we are unable to resolve your complaint within 5 working days, we aim to resolve it within 20 working days.
  3. In the event that we can’t resolve your complaint within 20 working days, we will write to you advising you why we require more time to resolve your complaint.
  4. Please email us at complaints@eastbayfinance.co.nz if you would like to discuss our complaints procedure.

We are an official FSCL Member which is an approved dispute resolution scheme. Financial Services Complaints Limited (‘FSCL’) contact details are:

FSCL
P O Box 5967 Wellington 6145
Phone (04) 472 3725 or 0800 347 257
Email info@fscl.org.nz