Complaints Resolution Process
At Funding Hub, we are committed to providing the highest standard of care and building strong, lasting relationships with our valued customers. Your feedback is important to us as it helps us address any immediate concerns and continuously improve our products and services.
How to Lodge a Complaint
If you feel that you have not received the highest standard of care from us, we encourage you to share your concerns. We have developed a straightforward process to ensure your complaints are addressed quickly and fairly.
You can contact us through any of the following methods:
- Phone: 0275 22 22 12
- Email: eugene@fundinghub.co.nz
- Address: PO Box 46230, Herne Bay, Auckland 1147
When contacting us by mail or email, please provide as much detail as possible about your complaint.
Requesting an Update
If you have lodged a complaint, you can contact us at any time for an update on its status. Use any of the methods listed above and refer to your previous communication to help us respond effectively.
Resolution Process
We aim to resolve your complaint on the spot. If immediate resolution is not possible, we will acknowledge your complaint in writing within 5 days. We are committed to treating you fairly and will work to resolve your complaint as quickly as possible.
If we are still investigating your complaint after 45 days, we will inform you in writing, explaining the reason for the delay and providing an estimated completion date. Once our investigation is complete, we will notify you of the outcome and the reasons for our decision.
Escalating Your Complaint
We hope you will be satisfied with our handling of your complaint. However, if your concerns remain unresolved or you have not heard from us within 45 days, you can escalate your complaint to an independent party, the Financial Services Complaints Limited (FSCL). This service is free and will help us resolve any disagreements.
You can contact FSCL through the following means:
- Phone: 0800 347 257
- Email: complaints@fscl.org.nz
- Address: Level 4, Sybase House, 101 Lambton Quay, Wellington 6011
We value your feedback and are dedicated to resolving any issues to ensure your satisfaction with our services.
