Compliment or Complaint

As a Member Owned Organisation, our on-going aim is to provide you with excellent products and service. Your feedback is so important to us.

If you have a concern or complaint, we want to fix it as quickly as possible.

If you have a suggestion about how we can do things better, we’d like to hear from you.

If you have had an excellent experience, we’d love to hear about it!

You are welcome to call our Contact Centre, write to us, contact your Local Branch in person or by calling them, or contact us via this web link. 

Concerns or Complaints

If the matter is within the capability and delegation of our Branch staff or Branch Manager to resolve, they will take steps to resolve the concern immediately, or as soon as practicable.

Any corrective action will be taken, after appropriate approvals are obtained where necessary. If the complaint cannot be resolved immediately, we will update you during the process and advise you when and if the complaint can be resolved. We will respond to your complaint as soon as possible, however it may take up to 10 days (if the matter is of a complex nature).

More serious matters, or where you are dissatisfied with our response, it will be escalated to Senior Management.

You are welcome to call, however complaints in writing are preferred so we can fully understand the situation.

NZCU South has a comprehensive complaint policy.

Escalation of a Complaint

If you are still dissatisfied with our response, you can lodge a complaint with our external Dispute Resolution Service provider, Financial Services Complaints Ltd (FSCL).

FCSL are independent and impartial dispute resolution service. FCSL service is free.

Generally, complaints must have gone through the NZCU South complaint handling process before they will be accepted by FSCL. You are still welcome to contact FCSL direct if you wish.

Financial Services Complaints Ltd contact details

Mailing Address:

Financial Services Complaints Ltd (FSCL)

PO Box 5967

Wellington 6145

Freephone: 0800-347-257

Phone: (04) 472-3725

Fax: (04) 472-3728

Email: info@fscl.org.nz

Web: www.fscl.org.nz

FSCL Complaints Form

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