Complaints Process

Instant Finance prides itself on providing excellent customer service, but sometimes things can go wrong. We want to hear from you if you feel you have not been treated fairly or your queries or concerns dealt with appropriately.

Our complaints process is outlined below. We will try to make it as easy as 1 - 2 - 3

Step 1: Not happy? Something not quite right?

  • Please raise your concerns with the staff member you have been dealing with.
  • If you feel your concerns have not been resolved, ask to speak with their manager.
  • In most cases we would expect to resolve your concern straight away.

Step 2:  Problem not solved?

  • If you are not satisfied with our response in Step ONE, please complete our Complaints Form.
  • Provide as much detail as possible, including how and when to contact you.
  • We may communicate with you further to better understand what has or has not occurred that has caused the problem.
  • We will do our utmost to resolve your concerns and/or complaints.

Step 3: If we cannot agree…

  • If we are unable to reach a satisfactory outcome, we will provide you with a “letter of deadlock” so you can refer your complaint to a free and independent disputes resolution scheme.


Instant Finance is a Participant of the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme).

The IFSO Scheme resolves complaints about insurance and financial services and is a free service for our customers. If we have been unable to resolve your problem, contact the IFSO Scheme:

IFSO contact details are below:

Insurance & Financial Services Ombudsman logo

Freephone: 0800 888 202
Telephone:04 499 7612
Post: Insurance & Financial Services Ombudsman Scheme
PO Box 10-845 
Wellington 6143 
New Zealand