Compliments & Complaints

At Resimac we pride ourselves in 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.

Once you have made your complaint we will acknowledge it within five working days of receiving it and refer it to the appropriate Manager for review.

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

If after five working days we can’t resolve your complaint we’ll 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 or if it has not been resolved within 40 working days, you can contact Financial Services Complaints Ltd (FSCL). FSCL is an independent approved disputes resolution scheme that we belong to. It will not cost you anything to refer your complaint to FSCL and you can contact them in the following ways:

Phone: 0800 347 257 or 04 472 3725
Email: info@fscl.org.nz
Post: FSCL
P O Box 5967
Wellington 6145