Compliments & Complaints

Feedback
As our valued customer or business partner, your thoughts and views are very important to us. If our service is good or bad, we would love to hear from you so that we can aim to provide an even better experience for you. Please let us know:

  • if we have met or exceed your requirements;
  • if you have any suggestions about what we could do differently to improve the effectiveness of our operations or;
  • if there are any issues that have not been resolved to your satisfaction.

To give us your feedback, you can contact us in the following ways:

Phone: 0800 88 2000
Email: customercare@cfsfinance.co.nz
Client Portal: Access your account via the client portal and send us a message
Post: Community Financial Services, Level 1, 2-4 Sultan Street, PO Box 11096, Ellerslie, Auckland

Responsible Lending

You are protected by responsible lending laws. Because of these protections, the recommendations given to you about any loan contract with CFS Finance are not regulated financial advice. This means that duties and requirements imposed on people who give financial advice do not apply to these recommendations. This includes a duty to comply with a code of conduct and a requirement to be licenced. 

Complaints Process

At CFS, we pride ourselves in putting people first and being relentlessly helpful in every way. However, we recognise that we may not always meet your expectations. Your feedback is important to us, so if you feel we’ve done something wrong, let us know so we can put things right and learn from what you tell us.

In the first instance please discuss your problem directly with our customer care team on the above contact details and we will try to resolve the problem on the spot.

Alternatively please complete our Complaint Form which details your concerns. We will acknowledge receipt of your complaint within 2 business days, investigate the matter and inform you of the outcome.   If a solution can’t be found or you are still not satisfied with the outcome of our internal complaints process, we will issue a Letter of Deadlock so that you can refer your complaint to the Insurance & Financial Services Ombudsman (IFSO). IFSO is an independent approved disputes resolution scheme that we belong to.

It is free to refer your complaint to the IFSO, and you can contact them in the following ways:

Phone: 0800 888 202
Email: info@ifso.nz
Post: IFSO Scheme Privacy Officer PO Box 10-845 Wellington 6143

You'll find additional information on their website.

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