We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible.
You can make your complaint verbally, by email or letter. We will acknowledge your complaint within 2 working days and will try to resolve your complaint within 10 working days. We may need to ask you further information, or agree on an extension, if the issue is complex or there are issues outside our control.
To make a complaint, please contact by:
Email to email@example.com, or
Letter to PO Box 6685, Marion Square, Wellington
If we cannot agree on a resolution you can contact our independent external dispute resolution scheme, Financial Dispute Resolution Service
Financial Dispute Resolution Service is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008. The scheme can be contacted at www.fdrs.org.nz or 0508 337 337.
They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on Velocity Financial Ltd, but not unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.