Complaints Process
We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.
Please contact us and tell us what has happened and how we can resolve matters.
Contact Us
When we receive your complaint, we will:
Acknowledge your complaint
We will acknowledge your complaint within 2 working days.
Gather and evaluate information
We will gather and evaluate information about your complaint.
Respond to you
We will respond to you within 20 working days where possible.
Information to Include
To help us investigate your complaint, please provide:
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Your name and contact details -
Your loan account number (if applicable) -
A clear description of your complaint -
Any relevant documents or evidence -
What outcome you are seeking
External Dispute Resolution
JFK Capital Limited trading as Fee Funders is a member of Financial Services Complaints Limited (FSCL), A Financial Ombudsman Service.
If we have not been able to resolve your complaint to your satisfaction, you may contact FSCL. FSCL is an independent, not-for-profit external dispute resolution service approved by the Minister of Consumer Affairs.
FSCL provides a free and independent service to help resolve complaints.
Financial Services Complaints Limited (FSCL)
Website: www.fscl.org.nz
Freephone: 0800 347 257
Email: complaints@fscl.org.nz
Post: PO Box 5967, Wellington 6140