The Team here at Real Finance are wholeheartedly committed to providing you with a superior standard of service and support. Throughout the entire lending cycle you will be treated like a human being and not a number.

• You will always be valued and treated with the respect, dignity and equality that our team also rightly expect to be given.
• You’re entitled to have all parts of your loan agreements explained to you in as much detail as required, to your absolute satisfaction.
• You are able to escalate any issues to a senior manager or higher whenever you wish.
• These standards apply in all discussions and in any format, whether you are dealing with us face to face, over the phone or via written means.

If you think we’ve made a mistake or provided a service that doesn’t meet your expectations, please let us know. That way, we can put things right for you and identify what we can do better for all of our clients in the future.

You can call us on 0800 21 21 21, come into a branch, send us written mail, email us or fill out our online complaint form, and we will respond promptly to your concerns.

If at the conclusion of our complaint process you are still not satisfied with the outcome, you may escalate your complaint via our External Dispute Resolution Process. This is where an independent body experienced in financial disputes, mediates between you & Real Finance. There is no charge to you for using this service.

You must first contact us with your concerns to allow us time to investigate the issues and provide you with a response.

Our current External Disputes Resolution provider is:

Financial Services Complaints Limited
Phone: 0800 347 257, or 04 472 3725
Fax: 04 472 3727
Email: info@fscl.org.nz
Website: www.fscl.org.nz
Postal Address: PO Box 5967, Lambton Quay, Wellington 6145