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How to make a complaint

If you have a concern, problem, or complaint about any part of our service, please contact The Home Loan Collective Limited using the contact details below.

Telephone: +64 27 973 0467

Email: ashlee@homeloanco.nz

Business address: 1 Scott Street, Blenheim, Marlborough 7201

Our internal complaints handling process aims to address your concerns swiftly. When we receive a complaint, we:

• Will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
• Aim to resolve complaints within a maximum 40 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
• Will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited.

Dispute resolution process

If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint.

We are a member of the Financial Services Complaints Limited’s approved dispute resolution scheme. You can contact the Financial Services Complaints Limited at:

Company Name - Financial Services Complaints Limited

Physical Address - level 4, Sybase House, 101 Lambton Quay, Wellington

Postal Address - PO Box 5967, Wellington 6140

Phone - 0800 347 257

Email - complaints@fscl.org.nz

website - http://www.fscl.org.nz