Complaints and Concerns

Who to contact with a problem:

Instant Finance endeavour to look after its customers; however from time to time, problems can occur.

In the first instance, talk to the staff member in the branch or ask to speak with the branch manager. The majority of problems can usually be sorted out in this manner.

What if the problem is more serious or you are not satisfied with the response?

If you are not satisfied or you think the problem is a serious one, please write to:

The Compliance Manager
Instant Finance Ltd
PO Box 11427
Ellerslie
Auckland 1542
Email Address: QFE@if.co.nz

Instant Finance’s internal complaints policy sets out time frames for a response to your complaint, who will respond and how your complaint will be handled. For a more detailed explanation please contact the Compliance Manager noted above.

What happens if you are still not satisfied?

Though we will do our utmost to resolve any problem, if you are not satisfied and we reach a deadlock, then you can contact the Insurance and Financial Services Ombudsman Scheme for assistance.

Write to the Insurance and Financial Services Ombudsman Scheme (IFSO Scheme):

PO Box 10-845 Wellington 6143 NEW ZEALAND
Fax: +64 (04) 499 7614
Email address: info@ifso.nz
Freephone: 0800 888 202
Website: www.ifso.nz