Compliments & Complaints

At Resimac we pride ourselves on excellent customer service, but sometimes we don’t get everything right and we appreciate the opportunity to learn.

If you have a complaint, please submit it in writing to customerassist@resimac.co.nz or contact us to discuss on 0800 38 48 58. If you feel that we have done a great job and want to let us know about it, we would be happy to hear from you.

If you make a complaint, we will acknowledge it within two working days of receiving it and refer it to the appropriate Manager for review.

We aim to have your complaint resolved within five working days and we will communicate with you in writing our proposed resolution.

If after five working days we can’t resolve your complaint, we will let you know and explain why we require additional time. We will work to resolve your complaint within 20 working days.

If you are unhappy with the outcome of your complaint, you can contact Financial Services Complaints Limited. Financial Services Complaints Limited provides a free, independent dispute resolution service that may help investigate or resolve your complaint where we haven’t been able to resolve your complaint to your satisfaction.

You can contact Financial Services Complaints Limited by:
Phone: 0800 347 257 or 04 472 3725
Email: complaints@fcsl.org.nz
Post: FSCL
P O Box 5967
Wellington 6145