At Smart Loans, we strive to build strong, lasting relationships with our valued customers. Your feedback is vital to us - not only to address any immediate concerns but also to help us continuously improve our products and services.

If you feel that we have not met the high standards of care you expect from us, we encourage you to share your concerns. We have a clear, easy process in place to ensure your complaint is addressed quickly and fairly.

How to Contact Us
You can reach us through any of the following channel:

Email: info@smartloans.nz
Address: 11, Commercial Bay Tower
17/19 Customs Street West
Auckland
1010

If you choose to contact us by mail or email, please provide as much detail as possible about your complaint to help us address it effectively.

Need an Update on Your Complaint?
If you have already lodged a complaint, you are welcome to contact us at any time to check on its progress. Use any of the contact methods above and refer to your initial complaint so we can respond accurately.

Resolution Process
We aim to resolve your complaint on the spot, where possible. If that is not feasible, we will acknowledge your complaint within 5 days and work to resolve it as soon as possible. If your complaint requires further investigation, and it extends beyond 45 days, we will write to you explaining the delay and providing an estimated timeframe for completion.

Once we have completed our investigation, we will inform you of the outcome and the reasons for our decision.

Escalating Your Complaint
We hope you will be satisfied with how we handle your complaint. However, if your concerns remain unresolved, or if you have not received a response from us within 45 days, you can refer your complaint to an independent party, Financial Services Complaints Limited (FSCL). This service is free for you and will assist in resolving any outstanding issues.

You can contact FSCL through the following:

Financial Services Complaints Limited (FSCL)
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Mail: Level 4, Sybase House, 101 Lambton Quay, Wellington 6011