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At Fundr, we strive to deliver a high standard of service that meets your expectations. However, if something goes wrong, we take all complaints seriously and treat them as an opportunity to improve.

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We have a formal complaints process in place to ensure any concerns you raise are handled promptly and fairly.

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Got a Complaint? Let’s Work Through It Together

If you’re not happy with any aspect of our service, please let us know as soon as possible. We want to understand what went wrong and fix it where we can.  Our complaints process aims to address your concerns.

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Step 1: Talk to Us First

Start by speaking with the person you’ve been dealing with. They’ll do their best to understand your concerns and find a solution.

We aim to resolve most complaints within seven working days. If we need more time, we’ll keep you updated and explain the next steps. You’ll hear from us by phone or email with an outcome and our proposed resolution.

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Step 2: Review 

If at any time you feel that our service has not met your expectations, we encourage you to let us know. We’ve put a simple and fair process in place to make it easy for you to raise any concerns and have them resolved promptly.

 

If you're not satisfied with the outcome of the initial response, you’re welcome to escalate your complaint to our Managing Director, Nick Sevta.

You can contact Nick by:

• Phone: 021 102 3416

• Email: nick@fundr.co.nz

 

Nick will review your complaint and provide a written response.

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Step 3: Independent Support – IFSO Scheme

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs. This service is independent and will cost you nothing and will assist us to resolve things with you. Details of this service are:

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Financial Services Complaints Limited

Email: complaints@fscl.org.nz

Phone: 0800 347 257

FSCL, PO Box 5967, Wellington 6140.

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