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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:

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.

Referral to External Dispute Resolution (EDR) Scheme:

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.

to Financial Ombudsman Service

Phone

0800 347 257

Post

FSCL, PO Box 5967, Wellington, 6145

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

Phone

0800 347 257

Post

FSCL, PO Box 5967, Wellington, 6145

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.

Sweet As Money provides loans for a minimum period of 14 days and a maximum period of 90 days. A loan of $1,000 taken over 90 days at 0.096% per day, incurs a total of $171.30 in fees and interest, for a total repayment amount of $1,171.30. This equates to 13 weekly repayments of approximately $90.17. Sweet As Money lends at an Annual Interest Rate (AIR) of 35%.

Sweet As Money powered by ATA Sweet Limited is a Registered Financial Service Provider (FSP #: FSP744611), and a member of Financial Ombudsman Service (Member #: 8290).
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