Complaints and Feedback Relating to Your New Zealand Home Loan

We are committed to providing excellent service to our customers. If something has gone wrong or you’re not satisfied with our service, we want to know about it and we want to help resolve the issue.

How to Make a Complaint

Please email us at cmmassist@challenger.com.au (Attention: Complaints Manager) and tell us:

• What has happened
• How we can resolve the matter
• Any relevant documents or correspondence

Our Complaints Process

When we receive your complaint, we will:

• Acknowledge your complaint within two working days
• Investigate and gather information about your complaint
• Respond to you within 20 working days

If You’re Not Satisfied with Our Response

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services
Complaints Limited (FSCL). FSCL is an independent, not-for-profit external dispute
resolution service approved by the Minister of Consumer Affairs under the Financial Service
Providers (Registration and Dispute Resolution) Act 2008.

FSCL’s role is to investigate and fairly resolve complaints. Their service is free, fair, and
independent – it does not cost you anything.

FSCL Contact Details:

• Website: fscl.org.nz
• Phone: 0800 347 257
• Email: complaints@fscl.org.nz
• Mail: FSCL, PO Box 5967, Wellington 6140