COMPLAINTS
Process
If you have a complaint, we would like to know. We will do our best to put it right for you and to learn from what you tell us.
You can contact us in the following ways:
Phone: 0800 222 242 or 07 839 2999
E-mail: complaints@basecorp.co.nz
Post: Basecorp Finance Limited, P O Box 5588, HAMILTON 3242
If we cannot resolve your issue immediately, here is how we will deal with it.
1. If you have made your complaint verbally, or via our website, we will acknowledge your complaint immediately. If you have made your complaint in writing we will acknowledge it within 5 working days of receiving it.
2. We aim to have your complaint resolved within 5 days and will e-mail or write to you outlining the resolution. If we cannot resolve your complaint within 5 working days we aim to resolve it within 20 working days.
3. In the event that we cannot resolve your complaint within 20 working days, we will write to you advising you why we require more time to resolve your complaint.
If you are unhappy with the outcome of your complaint, or if it has not been resolved within 40 working days, you can contact Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. It will not cost you anything to refer your complaint to FSCL and you can contact them in the following ways:
Phone: 0800 347 257
E-mail: info@fscl.org.nz or complaints@fscl.org.nz
Website: www.fscl.org.nz
Post: FSCL, P O Box 5967, Wellington 6011
467 Anglesea Street
PO BOX 5588 Hamilton 3242
Mon to Fri – 08:30 to 17:00
