At Pioneer Finance, we are committed to providing exceptional service to our customers. We recognize that sometimes things may not go as planned, and we value your feedback as an opportunity to improve our services. If you're dissatisfied with any aspect of our service, we encourage you to let us know.
You can make a complaint in the following ways:
Complaints Officer
Pioneer Finance Limited
P.O Box 37084
Parnell, Auckland 1052
To help us address your complaint efficiently, please include:
We will acknowledge receipt of your complaint within 2 business days.
Our Complaints Officer will investigate your complaint thoroughly. This may involve reviewing relevant documents, speaking with staff members involved, and gathering additional information.
We aim to resolve all complaints within 10 business days. For more complex issues, it may take up to 20 business days. We will keep you informed of our progress if the resolution takes longer than expected.
We will provide you with a written response outlining our findings, decision, and the reasons for our decision. We will also explain any actions we've taken to address your complaint.
If you're not satisfied with our response, you can:
We are a member of the Financial Services Complaints Limited (FSCL), an independent external dispute resolution scheme approved by the Minister for Consumer Affairs. There is no charge to you for using FSCL's services.
Financial Services Complaints Limited
Postal Address: PO Box 5967, Wellington 6140
Phone: 0800 347 257
Email: [email protected]
Website: www.fscl.org.nz
If your complaint relates to privacy, you may also contact the Office of the Privacy Commissioner:
Office of the Privacy Commissioner
Postal Address: PO Box 10094, Wellington 6143
Phone: 0800 803 909
Email: [email protected]
Website: www.privacy.org.nz
We value your feedback and use it to improve our products, services, and processes. All complaints are recorded and analyzed to identify trends and systemic issues, which helps us enhance our service to you.