FinConnectX provides a software platform that dealerships and finance brokers use to prepare and send finance applications. We are not part of the loan itself. This page explains our internal complaints process. Making a complaint is free.
Tell us
Email partners@finconnectx.nz and tell us what went wrong. We will try to sort it out straight away.
We look into it
If we can’t resolve it straight away, we will acknowledge your complaint within 5 working days, tell you who is looking after it, and aim to give you our response within 20 working days. If we need more time, we will tell you why. We handle complaints fairly and keep you updated.
Internal review
If you are still not happy with our response, ask us to review it. A director of FinConnectX will look at your complaint again and give you a final response in writing.
What to include
- Your name and how to contact you.
- Your business name, if you are a dealership, finance broker or lender.
- The application reference (for example FCX0000), if there is one.
- What happened and what you would like us to do.
Complaints about a loan, a Lender or a finance broker
Lending decisions are made by the Lender, and advice is given by your dealership or finance broker. For complaints about those, contact them directly. Lenders and finance brokers must belong to a dispute resolution scheme. For problems with a vehicle you bought from a dealer, you can also go to the Motor Vehicle Disputes Tribunal. If you aren’t sure who to contact, email us and we will point you to the right place.
Extra help
If you need more time, a support person, or help to put your complaint in writing, tell us and we will help.
Privacy complaints
If your complaint is about your personal information and you are not satisfied with our response, you can contact the Office of the Privacy Commissioner: www.privacy.org.nz, 0800 803 909. See our Privacy policy.