Complaints

Email needs to include the information as below:

If you are not satisfied with my service or financial advice, please let me know as soon as possible.

Call: +64 9 486 0975

Email: enquiry@coconutloans.co.nz

Write to: Coconut Mortgages Ltd, F/112 Bush Road, Rosedale, Auckland 0632, New Zealand

When our internal complaint service receives a complaint:

• We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately. Please set out the nature of your complaint, and the resolution you are seeking.
• If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.
• We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint.
• We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.

You can also find out about how to make a complaint and an overview of our internal complaints process on our website at www.coconutloans.co.nz/complaints. Our website also has information about external disputes resolution scheme, Financial Services Complaints Limited (FSCL) provides a free and independent dispute resolution service that may help to resolve your complaint if we haven’t been able to do so to your satisfaction.

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact my external disputes resolution scheme, Financial Services Complaints Limited (FSCL). FSCL provides a free and independent dispute resolution service that may help to resolve your complaint if we haven’t been able to do so to your satisfaction. To contact, Financial Services Complaints Limited:

Call: 0800 347 257

Email: complaints@fscl.org.nz

Write to: FSCL, PO Box 5967, Wellington 614

Kind Regards

Coco Sun