Complaints Process

Complaints process

We strive to provide you with the highest level of service at all times. If this has not been the case, or if we have not handled something to your satisfaction, please tell us.

How to make a complaint?

Email

complaints@harmoney.co.nz

Phone

0800 427 666

Post

Complaints Officer
Harmoney Services Limited
Level 3, 110 Customs Street West
Auckland 1010

What will we do?

We will try to fix the problem straight away. If we cannot fix the problem straight away we will try to fix it in 5 business days. We will tell you if we need more time. We ask that you provide us with as much information as possible to help resolve your complaint quickly.

If your matter relates to unforeseen financial hardship, a default notice or collections enforcement we will aim to resolve the matter within 21 calendar days. For all other matters, within 40 working days.

These timeframes may be longer if the matter is more complex or if we are waiting on information from you (or a third party) that is necessary to resolve the matter. We will consult with you if resolving the matter might be delayed.

What if you’re not happy with the outcome?

Harmoney is a member of an external, independent dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Consumer Affairs.

If we cannot agree on how to resolve your issue (or it takes longer than the maximum time frames stated above), you can refer the matter to FSCL. There is no cost to you to use the services of FSCL.

You can contact FSCL by:

Email: complaints@fscl.org.nz
Phone: 0800 34 72 57
Web: www.fscl.org.nz
Post: Financial Services Complaints Limited, PO Box 5967, Wellington 6140

Regulatory Information
Harmoney Services Limited is a registered Financial Service Provider (FSP593769) and is a member of the FSCL dispute resolution scheme (Member number: 6112).