Feeback & Complaints

We pride ourselves on the relationship we have with our customers, but are aware that we can always do better. Receiving feedback allows us to identify ways we can improve, and ultimately helps to provide you with a better service.

If you’d like to lodge a complaint, we recommend talking to your loan manager directly, or contacting a senior loan manager. You can reach them on 0800 462 277.

If you are not 100% satisfied with the response and would like to escalate your complaint, we do have an internal Feedback & Complaints Committee who can take your complaint further. Please email complaints@gocar.co.nz, telling us what happened and how we can resolve the issue. If you have any documentation or correspondence that will help us understand your complaint, please attach it to the email.

Once we receive your email, we will:

• Acknowledge your complaint within 2 working days
• Gather and evaluate information about your complaint
• Respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve the complaint.

You can contact FSCL by:

• Calling 0800 347 257
• Emailing complaints@fscl.org.nz
• Visiting FSCL's website www.fscl.org.nz
• Writing to:

FSCL

PO Box 5967

Wellington 6011