Complaints

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.

Please send an email to [email protected] and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

When we receive your complaint, we will:

  • acknowledge your complaint within 1-2 working days!
  • gather and evaluate information about your complaint.
  • respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Insurance and Financial Services Ombudsman Scheme (IFSO). IFSO are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.

IFSO service does not cost you anything and they will help resolve the complaint.

Friendly Loans Limited Registration Number – FSP5007470

You can contact IFSO:

IFSO
PO Box 10-845
WELLINGTON 6143