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APPLY
Sweet As Money

Feedback & Complaints

We aim to provide our borrowers with the highest standard of product and service. 

If you would like to provide feedback or leave us a compliment, you can do so via email, web form or over the telephone.  We love to hear we are doing a great job!

Where you are dissatisfied with our product or service, you can file a complaint via email, web form, telephone or by writing us a letter, and we will investigate your complaint without bias. 

What You Must Do

Notify us of the issue:

We cannot assist you unless we know a problem exists.  Generally, once the details of your complaint are received, we will be in a position to deal with the matter immediately.  However, if an immediate resolution is not possible, your complaint will be escalated to a senior agent for review and processing. 

Documentation:

If, after a review of your complaint, we require additional information, we will contact you via email or telephone to discuss in further detail.

Notification:

We will notify you, in writing, within five (5) business days of the date you file your complaint.  We will also notify you of what actions we will undertake as a result of your complaint.

Investigation:

Your complaint will be investigated without bias.  Our Complaints Officer will have ultimate responsibility in handling your complaint process.  The officer can be contacted through our dedicated email address: complaints@sweetasmoney.co.nz at any time.

Outcome:

Our aim is to have your grievance resolved, with a satisfactory outcome, within twenty (20) business days from the time you first contact us to file your complaint. However, it may be, as a result of complexity, or other reasons, that we will require more time to properly consider your complaint.  If we require additional time beyond the twenty (20) business days, we will notify you in writing.  We would expect it will take no longer than forty-five (45) business days to find a resolution.

Referral to External Dispute Resolution (EDR) Scheme:

If you are not satisfied with the resolution proposed by us, you can escalate the matter to our External Dispute Resolution Scheme: to Financial Ombudsman Service, for further action.

to Financial Ombudsman Service

Phone:

Post:

Email:

Website:

0800 347 257

FSCL, PO Box 5967, Wellington, 6145

If the matter relates to privacy, you may take the matter up with the Privacy Commissioner:

Phone:

Email:

Website:

0800 803 909

There is no charge to you (except for the provision of additional documents, where applicable), for the use of our complaints handling service. 

The service of FSCL and the Privacy Commissioner are made available at no charge to you.

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