Complaints
We are committed to enhancing our service for you continually. If there's been an issue, we value your feedback and want to address it promptly.
Kindly utilise our Contact Us page or email info@primemortgage.co.nz to share details about your experience and how we can work together to resolve any issues. Feel free to attach any relevant documents or correspondence that will assist us in better understanding your concerns. Your input is highly appreciated as we strive to ensure your satisfaction.
Upon receiving your complaint, we are committed to providing a prompt and thorough resolution process. Here's what you can expect:
In the event that a resolution is not reached, we want to assure you that alternative support is available. You have the option to contact Financial Services Complaints Limited (FSCL), an independent, not-for-profit external dispute resolution scheme approved by the Minister of Consumer Affairs. Their services come at no cost to you, and they are dedicated to assisting in the resolution of your complaint. Your satisfaction is our priority, and we are here to ensure a positive and fair resolution process.
You can contact FSCL:
We are committed to enhancing our service for you continually. If there's been an issue, we value your feedback and want to address it promptly.
Kindly utilise our Contact Us page or email info@primemortgage.co.nz to share details about your experience and how we can work together to resolve any issues. Feel free to attach any relevant documents or correspondence that will assist us in better understanding your concerns. Your input is highly appreciated as we strive to ensure your satisfaction.
Upon receiving your complaint, we are committed to providing a prompt and thorough resolution process. Here's what you can expect:
- Acknowledgment: You can anticipate a prompt acknowledgment of your complaint within one working day.
- Information Gathering and Evaluation: We will diligently gather and evaluate information related to your complaint to ensure a comprehensive understanding.
- Timely Response: Within a maximum of seven working days, you will receive our response outlining the steps we plan to take to address your concerns.
In the event that a resolution is not reached, we want to assure you that alternative support is available. You have the option to contact Financial Services Complaints Limited (FSCL), an independent, not-for-profit external dispute resolution scheme approved by the Minister of Consumer Affairs. Their services come at no cost to you, and they are dedicated to assisting in the resolution of your complaint. Your satisfaction is our priority, and we are here to ensure a positive and fair resolution process.
You can contact FSCL:
- by calling 0800 347 257
- by emailing complaints@fscl.org.nz
- through FSCL’s website: www.fscl.org.nz
- writing to: FSCL PO Box 5967 WELLINGTON 6011