Complaints
Your feedback is important to us, and we are committed to continuously improving our services. If you believe we have not met your expectations, we would like the opportunity to put things right.
Please contact us by email at info@initialmoney.co.nz, outlining the details of your concern and the outcome you are seeking. Including any supporting documents or previous correspondence will assist us in reviewing the matter thoroughly and responding as quickly as possible.
We appreciate you bringing any concerns to our attention and will work with you toward a fair resolution.
Once your complaint has been received, we will follow a clear review process:
- We will confirm receipt of your complaint within 1–3 business days.
- We will carefully review the details and assess all relevant information.
- We will provide you with a full response within 20 business days.
Our aim is to ensure your concerns are handled promptly and fairly.
If we are unable to reach a mutually acceptable resolution,
If we are not able to resolve the matter to your satisfaction, you may refer your complaint to Financial Services Complaints Limited (FSCL). FSCL is an independent, not-for-profit dispute resolution provider approved by the Minister of Consumer Affairs.
Their service is provided at no cost to you and is intended to offer a fair and impartial review of your complaint.
You can contact FSCL:
- By calling 0800 347 257
- By emailing complaints@fscl.org.nz
- Through FSCL’s website: www.fscl.org.nz
- By writing to: FSCL , PO Box 5967, Wellington 6011
