{"id":303,"date":"2026-06-25T01:44:33","date_gmt":"2026-06-25T01:44:33","guid":{"rendered":"https:\/\/cmcdeploytwo.co.nz\/pacific\/?page_id=303"},"modified":"2026-07-06T11:55:47","modified_gmt":"2026-07-05T23:55:47","slug":"complaints-process","status":"publish","type":"page","link":"https:\/\/cmcdeploytwo.co.nz\/pacific\/complaints-process\/","title":{"rendered":"Complaints Process"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row full_width=&#8221;stretch_row&#8221; content_placement=&#8221;middle&#8221; column_spacing=&#8221;0px&#8221; css=&#8221;.vc_custom_1782263323255{padding-bottom: 0px !important;background-image: url(https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/blue-pattern-copy.webp?id=127) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: contain !important;}&#8221; wpex_bg_color=&#8221;#cce5f5&#8243; wpex_bg_position=&#8221;right center&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1782351213014{padding-top: 80px !important;padding-bottom: 80px !important;}&#8221;]\n<h1><strong>Complaints process<\/strong><\/h1>\n<p>At Pacific Finance, we are always looking for ways to improve our service.<\/p>\n<p>If you have a complaint or concern, we want to know so we can understand what has happened and work towards resolving the issue fairly and respectfully.<strong><br \/>\n<\/strong>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][\/vc_column][\/vc_row][vc_row column_spacing=&#8221;60&#8243; remove_bottom_col_margin=&#8221;true&#8221; css=&#8221;.vc_custom_1782265760732{margin-top: 50px !important;margin-bottom: 50px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; text_align=&#8221;left&#8221;]\n<h2><strong>How to make<br \/>\na complaint<\/strong><\/h2>\n<p><strong>Please email us at:<br \/>\n<\/strong><a href=\"mailto:loans@pacificfinance.co.nz\">loans@pacificfinance.co.nz<\/a><\/p>\n<p><strong>When contacting us, please tell us:<\/strong><\/p>\n<ul>\n<li>what has happened<\/li>\n<li>your concerns<\/li>\n<li>how you believe the matter could be resolved<\/li>\n<\/ul>\n<p>If you have any documents or correspondence that may help us understand your complaint, please include them with your email.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; text_align=&#8221;left&#8221;]\n<h2><span style=\"color: #00adee;\"><strong>What happens next<\/strong><\/span><\/h2>\n<p><strong>When we receive your complaint, we will:<\/strong><\/p>\n<ul>\n<li>acknowledge your complaint within 1\u20132 working days<\/li>\n<li>gather and review information relating to your complaint<\/li>\n<li>respond to you within 20 working days<\/li>\n<\/ul>\n<p>We aim to handle all complaints in a respectful, fair and timely manner.[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; content_placement=&#8221;top&#8221; column_spacing=&#8221;60&#8243; remove_bottom_col_margin=&#8221;true&#8221; css=&#8221;.vc_custom_1782351852420{margin-top: 50px !important;padding-top: 100px !important;padding-bottom: 50px !important;background-image: url(https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/divider2.svg?id=10) !important;background-position: 0 0 !important;background-repeat: repeat-x !important;}&#8221; wpex_bg_color=&#8221;#cce5f5&#8243; wpex_bg_position=&#8221;top center&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1782351419800{margin-bottom: 40px !important;padding-top: 80px !important;}&#8221;]\n<h2><strong>If we cannot<br \/>\nresolve your<br \/>\ncomplaint<\/strong><\/h2>\n<p>If we are unable to agree on a resolution, you can contact Financial Services Complaints Limited (FSCL).<\/p>\n<p>FSCL is an independent, not-for-profit external dispute resolution scheme approved by the Minister of Consumer Affairs.<\/p>\n<p>FSCL\u2019s service is free of charge and they can help resolve complaints fairly and independently.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1782351505586{margin-bottom: 40px !important;padding-top: 80px !important;}&#8221;]\n<h2><strong>Contact FSCL<\/strong><\/h2>\n<p><strong>Phone<\/strong> <a href=\"tel:0800 347 257\">0800 347 257<\/a><\/p>\n<p><strong>Email<\/strong> <a href=\"mailto:complaints@fscl.org.nz\">complaints@fscl.org.nz<\/a><\/p>\n<p><strong>Website<\/strong> <a href=\"https:\/\/www.fscl.org.nz\">www.fscl.org.nz<\/a><\/p>\n<p><strong>Postal address<\/strong><br \/>\nFinancial Services Complaints Limited (FSCL)<br \/>\nPO Box 5967<br \/>\nWellington 6140[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1782351731402{padding-top: 50px !important;padding-bottom: 0px !important;background-position: 0 0 !important;background-repeat: no-repeat !important;}&#8221; wpex_bg_position=&#8221;bottom center&#8221;][vc_column][vc_column_text css=&#8221;.vc_custom_1782351834899{margin-bottom: 40px !important;}&#8221; width=&#8221;80%&#8221; text_align=&#8221;center&#8221;]\n<h2><strong>Need help?<\/strong><\/h2>\n<p>If you have questions about the complaints process, please contact our team and we will help you.[\/vc_column_text]<div class=\"vcex-multi-buttons wpex-flex wpex-flex-wrap wpex-items-center wpex-gap-10 wpex-justify-center\"><a href=\"https:\/\/cmcdeploytwo.co.nz\/pacific\/?page_id=286\" title=\"Contact\" class=\"theme-button flat outline-transparent wpex-text-center vcex-count-1\">Contact Us<\/a><a href=\"tel:O800%20744%20227\" class=\"theme-button flat outline-transparent wpex-text-center vcex-count-2\">Call O800 744 227<\/a><\/div>[\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221;][vc_column]<figure class=\"vcex-image vcex-module vcex-fill-column wpex-text-center\"><div class=\"vcex-image-inner wpex-relative wpex-inline-block\"><img width=\"2400\" height=\"821\" src=\"https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/Pacific-Finance-Application.webp\" class=\"vcex-image-img wpex-align-middle\" alt=\"Pacific Finance Application Process\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/Pacific-Finance-Application.webp 2400w, https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/Pacific-Finance-Application-300x103.webp 300w, https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/Pacific-Finance-Application-1024x350.webp 1024w, https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/Pacific-Finance-Application-768x263.webp 768w, https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/Pacific-Finance-Application-1536x525.webp 1536w, https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/Pacific-Finance-Application-2048x701.webp 2048w\" sizes=\"auto, (max-width: 2400px) 100vw, 2400px\" \/><\/div><\/figure>[\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row full_width=&#8221;stretch_row&#8221; content_placement=&#8221;middle&#8221; column_spacing=&#8221;0px&#8221; css=&#8221;.vc_custom_1782263323255{padding-bottom: 0px !important;background-image: url(https:\/\/cmcdeploytwo.co.nz\/pacific\/wp-content\/uploads\/2026\/06\/blue-pattern-copy.webp?id=127) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: contain !important;}&#8221; wpex_bg_color=&#8221;#cce5f5&#8243; wpex_bg_position=&#8221;right center&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1782351213014{padding-top: 80px !important;padding-bottom: 80px !important;}&#8221;] Complaints process At Pacific Finance, we are always looking for ways to improve our service. If you have a complaint or concern, we want to know so we can understand what&hellip;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-303","page","type-page","status-publish","hentry","entry","no-media"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 4.9.10 - aioseo.com -->\n\t<meta name=\"description\" content=\"If you have a complaint or concern, we want to know so we can understand what has happened and work towards resolving the issue fairly and respectfully.\" \/>\n\t<meta name=\"robots\" content=\"noindex, nofollow, max-image-preview:large\" \/>\n\t<link rel=\"canonical\" href=\"https:\/\/cmcdeploytwo.co.nz\/pacific\/complaints-process\/\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO Pro (AIOSEO) 4.9.10\" \/>\n\t\t<meta property=\"og:locale\" content=\"en_US\" \/>\n\t\t<meta property=\"og:site_name\" content=\"Pacific Finance -\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"Complaints Process - 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