Complaints Process

Complaints and how to make them?

If you are dissatisfied with our services, you can make a complaint by emailing us at complaints@enablefinance.co.nz, or by calling us at 09 39 000 39.

When we receive a complaint, we will consider your complaint and follow our internal complaints resolutions process and let you know how we intend to resolve it:

Where possible, we will endeavor to resolve your complaint immediately.
If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 working 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.

If we cannot resolve your complaint using our internal complaints resolutions process, or if you are not satisfied with the way we have attempted to resolve your complaint, you can contact our external disputes resolution scheme providers. Financial Services Complaints Limited (FSCL). FSCL is an external Government approved dispute resolution scheme provider. 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. You can contact FSCL:

Call: 0800 347 257

Email: complaints@fscl.org.nz

Write to: PO Box 5967, Wellington 6140

Website: http://www.fscl.org.nz