Escalation Pathways
We investigate and provide formal feedback within 30 days of receiving your written issue.
Escalate free of charge to the Financial Services Complaints Limited scheme if unresolved.
Escalate data-handling and access disputes to the Office of the Privacy Commissioner (OPC).
A Guide to Resolving Complaints
Effective Date: February 2026 | Version: CRG-NZ-2026-V1
At FG Finance Limited we work hard to get things right, but if we don't, we want to hear about it. Our complaints process is free to use and covers anything to do with our products, our people, our agents or the providers we work with.
1 Step 1: Talk to our internal dispute resolution (IDR) team
Start with our credit administration team — most things can be sorted quickly by phone or email. If they can't resolve it to your satisfaction, you can ask for a formal review by our Internal Dispute Resolution Officer.
Written Complaints Address:
Internal Dispute Resolution Officer
FG Finance Limited, 430 Ulster Street, Beerescourt, Hamilton 3200, New Zealand
Email: admin@fgfinance.co.nz
Phone: 0800 344 700 (Toll-Free)
What we promise: if we can't sort your complaint within 5 business days, we'll open a formal internal investigation, keep you posted in writing, and aim to give you a final answer within 30 calendar days of receiving it. If we need longer, we'll tell you why and explain how to take it further.
2 Step 2: Take it to Financial Services Complaints Limited (FSCL)
If our internal process doesn't resolve things to your satisfaction, or we've taken longer than 30 days to give a final decision, you're entitled to take your complaint to an independent external scheme.
FG Finance Limited is a member of Financial Services Complaints Limited (FSCL) — A Financial Ombudsman Service. FSCL resolves disputes independently and at no cost to you.
FSCL Dispute Resolution Contact Info:
Scheme Name:
Financial Services Complaints Limited (FSCL)
Postal Address:
PO Box 5967, Wellington 6140, New Zealand
Telephone:
0800 347 257 (Freephone NZ) or +64 4 472 3725
Digital Channels:
Email: complaints@fscl.org.nz
Website: www.fscl.org.nz
3 Step 3: Privacy and data complaints — the OPC
If your complaint is specifically about how we've collected, used, shared or given access to your personal or credit information — and you're not happy with our privacy officer's response — you can take it to the New Zealand Office of the Privacy Commissioner (OPC).
Office of the Privacy Commissioner (OPC) Channels:
Website & Forms:
Phone Number:
0800 803 909 (Toll-Free NZ)