The Auckland Loan Company's Complaints Process
The Auckland Loan Company (The Auckland Loan Company), and its associated brands, is a Registered Financial Service Provider (FSP), this page details the complaints process and other resources that you may find helpful.
Talc Ltd The Auckland Loan Company, and associated Brands, is a participant of the Financial Services Complaints Ltd Register (FSCL)
FCSL is a Non profit independent dispute resolution scheme that is free for consumers.
They work with the consumer and the financial service provider to resolve the complaint.
They act independently by not taking sides.
They are an alternative to the legal system, they work confidentially and less formally to find a fair outcome to a complaint.
The Complaints Procedure
STEP 1: CONTACT THE AUCKLAND LOAN COMPANY
You must advise us of your complaint and allow us a reasonable period to remedy your complaint. You may contact us by clicking here
If the matter is not resolved after 40 days, then carry on to Step 2
STEP 2: CONTACT FCSL
here are their details:
PO Box 5967
0800 347 257
Please be advised that, before they can begin their investigation, they need to give us the opportunity to resolve the complaint with you.
STEP 3: FSCL BEGINS THEIR INVESTIGATION
- Ask you for a waiver of confidentiality
- Contact you about your complaint and may discuss options to resolve your complaint
- Contact your The Auckland Loan Comany with your complaint, and ask for a response within 10-20 working days.
- Tell you if your complaint falls outside our Terms of Reference.
During this period The Auckland Loan COmpany has a further opportunity to resolve your complaint and may contact you. FSCL may also meet with you to see if we can reach a resolution. We call this a conciliation. They act independently by not taking sides. They aim to get a fair outcome for The Aucll;and Loan Company and yourself.
STEP 4: THE DECISION MAKING PROCESS
Sometimes it is not possible to resolve your complaint by agreement between you and your financial service provider. The Chief Executive Officer (FSCL) will review everything you and The Auckland Loan Company has told them. The Chief Executive Officer will then give you either:
- her preliminary view, explaining why he/she thinks your complaint is unlikely to succeed, or
- her notice of recommendation, advising how the complaint should be resolved, including what compensation should be paid by the financial service provider.
You may not accept the Chief Executive Officer’s view. If so, he/she will again review the information and give you and your financial service provider her formal recommendation. This is the final step in our process and your financial service provider must accept it. If you do not accept the recommendation you may take your complaint elsewhere, for example to court.