Your feedback is our opportunity to continually improve on the service we provide our customers.
Complaints
Sometimes things don’t go the way they should. If this happens, please let us know and we’ll do what we can to resolve any concerns you have quickly and fairly. Here you’ll find information about how you can raise an issue with us, how it will be resolved and what to do if you’re still not satisfied.
We’re here to help
- Let us know about your complaint and how you’d like it resolved.
- We’ll acknowledge your complaint, provide you the reference number and the contact details of the person handling your complaint.
- If you have any supporting documents you would like to provide us, make sure to let us know.
- We’ll work with you to resolve the complaint and let you know once we have a resolution.
Raising a complaint
Step 1:
Most complaints can be resolved on that same call or within a few days of letting us know.
Get in touch with our bundll Customer Service Team on:
Email: [email protected]
Step 2:
If you’re complaint hasn’t been resolved, just let us know. We’ll escalate your complaint to the Complaints Team who will be in contact with you to discuss your complaint further.
Alternatively, you can contact the Complaints Team on:
Email: [email protected]
Post: Flexi Cards Complaints Officer, Private Bag 94013, Auckland 2241
Step 3:
If you remain dissatisfied, your complaint will be referred to Group Customer Relations. We’ll work with you towards a mutually satisfactory resolution.
How long will it take?
We’ll keep you informed of our progress and if we’re unable to resolve your complaint within 21 days, we’ll contact you to let you know we need more time to investigate.
In the event of a delay where a final response is not possible within 45 days, we’ll be in touch with the reason for the delay and to give you a date when you should expect to receive it.
If you’re still dissatisfied with the resolution provided
If we cannot resolve the complaint to your satisfaction, you may contact Financial Services Complaints Limited (FSCL), an external, independent scheme provider approved by the Minister for Consumer Affairs.
You will not be charged for this service. Otherwise, you may lodge a formal complaint with the Commerce Commission.
You can contact FSCL by:
Telephone: 0800 347 257 or 04 472 FSCL (04 472 3725)
Email: [email protected]
Address: Financial Services Complaints Limited, PO Box 5967, Lambton Quay, Wellington 6145.
You can also report information about us to the Commerce Commission using the details below:
Commerce Commission
Email: [email protected]
Telephone: 0800 943 600
