Complaints Procedure

Procedure for making a complaint
We like to keep lending simple and try to provide the information you need online and quickly.  We focus on affordable, convenient lending and a prompt service. However, if you feel we’ve got it wrong, please let us know by contacting us with your feedback / complaint.

Received complaints
Upon receipt of your complaint, we will respond acknowledging your complaint within 3 business days. We will investigate the information provided by you and all other relevant information we have. We aim to resolve your complaint within 8 business days from the date your complaint is received. However, a longer timeframe may be required if your complaint is complex.  In the event of delay, our response to your complaint should be be no longer than 15 business days.

Decision made
We will respond to your complaint (using the contact details provided), providing a summary of our findings.

Unsatisfied with the resolution of your complaint?
We adhere to your rights in accordance with the Credit Contracts and Consumer Finance Act 2003.  If your complaint is not resolved to your satisfaction, you are free to contact our independent dispute resolution service provided at Financial Dispute Resolution, Freepost 231075, Po O Box 2272, Wellington 6040, freephone 0508 337 337, www.fdr.org.nz. There is no cost to you to use the services of this independent dispute resolution scheme. Ed Lend Ltd's FSP number is FSP737571.