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ADDRESS
Level 8, General Capital House, 115 Queen Street, Auckland, 1010. Telephone : 09 526 5000 Facsimile : 09 579 7795
Street Address: Level 8, General Capital House, 115 Queen Street, Auckland New Zealand 1010. Postal Address: PO Box 1314, Shortland Street, Auckland 1140
CUSTOMERSUPPORT
INVESTORENQUIRIES
LendingEnquiries
Loan Administration and Customer Care
Compliments and Complaints
At General Finance, we aim to offer our customers a quality service. Your satisfaction is important to us. If you wish to make a complaint, or offer a compliment, we would like to hear from you.
To offer a compliment
Please get in touch with your usual point of contact or you can contact one of our Directors, Greg Pearce, by emailing greg.pearce@generalfinance.co.nz.
To make a complaint
If you are not satisfied with the service you received from us please contact us. We have an internal complaints process and undertake to investigate your concerns promptly and fairly. You may contact us to make a complaint by telephone (09 526 5000), by email (complaint@generalfinance.co.nz) or in writing (PO Box 1314, Shortland Street, Auckland 1010).
Our complaint handling process
Acknowledgment: We will acknowledge your complaint within 5 business days of receiving it.
Investigation: Our team will conduct a thorough investigation of your concerns, which may involve gathering information from relevant departments or individuals and reviewing your history with General Finance.
Resolution: We aim to resolve your complaint as quickly as possible, with a target timeline of within 10 business days for an initial investigation and within 40 days for full resolution.
Final Decision: We will communicate our final decision to you, including any remedial actions we will take to address the issue.
Escalation Process: If you are not satisfied with the response from our initial investigation, you may escalate the matter to our Director, Greg Pearce, by contacting him at greg.pearce@generalfinance.co.nz. He will work with the appropriate team to find a solution.
We are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs. If you are not satisfied by our response, you may refer the matter to FSCL by emailing info@fscl.org.nz or calling them on 0800 347 257. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL. You can also complain to the Financial Markets Authority by visiting http://fma.govt.nz/contact/make-a-complaint/ or calling 0800 434 566.