How to make
a complaint
Please email us at:
loans@pacificfinance.co.nz
When contacting us, please tell us:
- what has happened
- your concerns
- how you believe the matter could be resolved
If you have any documents or correspondence that may help us understand your complaint, please include them with your email.
What happens next
When we receive your complaint, we will:
- acknowledge your complaint within 1–2 working days
- gather and review information relating to your complaint
- respond to you within 20 working days
We aim to handle all complaints in a respectful, fair and timely manner.
If we cannot
resolve your
complaint
If we are unable to agree on a resolution, you can contact Financial Services Complaints Limited (FSCL).
FSCL is an independent, not-for-profit external dispute resolution scheme approved by the Minister of Consumer Affairs.
FSCL’s service is free of charge and they can help resolve complaints fairly and independently.
Contact FSCL
Phone 0800 347 257
Email complaints@fscl.org.nz
Website www.fscl.org.nz
Postal address
Financial Services Complaints Limited (FSCL)
PO Box 5967
Wellington 6140
Need help?
If you have questions about the complaints process, please contact our team and we will help you.
