Complaints Process
This policy applies to all clients of Funding Hub. We welcome feedback and view complaints as valuable opportunities for improvement.

1. How to Make a Complaint

• Clients can submit complaints via email, phone, or in writing.
• Please provide your contact information, a clear description of the issue, and any
  relevant details to help us understand your concerns.

2. Acknowledgment

• Upon receiving your complaint, we will acknowledge it within five working days. You
  will receive confirmation that your complaint is under review and assigned to a
  designated team member.

3. Investigation

• We will conduct a thorough investigation of your complaint, which may include
  reviewing documentation and speaking with relevant staff members.
• We aim to complete the investigation within ten working days and will keep you
  informed of our progress throughout the process.

4. Response

• After the investigation, we will provide a written response outlining our findings and
  any actions taken. If we need more time to resolve the complaint, we will inform you
  of the delay and the reasons for it.

5. Resolution

• Our goal is to resolve complaints to the satisfaction of all parties involved. If you are
  not satisfied with our response, you may request a review by a senior team member.

6. Escalation

• If you remain dissatisfied after the internal review, you may escalate your complaint to
  Financial Services Complaints Limited (FSCL), our independent dispute resolution scheme.
  FSCL is free to use and provides a fair and impartial process to help resolve your complaint.
• Contacting FSCL
• Website: FSCL Website
  Phone: 0800 347 257
  Email: complaints@fscl.org.nz

Rest assured, we are here to support you throughout the process and will work diligently to address your concerns.