Our Commitment to Client Service and Feedback
At Capital Finance, our priority is delivering outstanding client service and reliable, high-quality advice. We only recommend solutions when we are confident they will genuinely improve your situation. Our core mission is to help you effectively plan, manage, and organise your property, investments, and mortgage journey.
Your feedback is essential to us. If you feel we haven't lived up to our promise or have concerns about our advice, service, or the outcomes of our products, we encourage you to let us know. Complaints are an important part of how we learn, grow, and uphold our standards.
If you have a concern, we recommend reaching out to your adviser first. However, if you're not comfortable doing so, or if you feel your issue hasn't been resolved, you're welcome to contact Capital Finance's compliance officer directly. You may also contact our managing director, or include them in your correspondence for added support.- Phone: 0800 626 685
- Email: info@capitalfinance.nz
We approach all complaints with an open mind and a commitment to transparency. Our goal is to resolve any issues within 5 business days. If more time is needed, we'll clearly explain the reasons, outline the steps we're taking, and provide an updated timeline for resolution.
Should you remain unsatisfied after working with us directly, you have the option to refer your complaint to Financial Services Complaints Limited (FSCL), an independent dispute resolution scheme for the financial services industry, of which Capital Finance is a member. This service is completely free for our clients.
You can contact FSCL via:
- Phone: 0800 347 257
- Email: complaints@fscl.org.nz
- Postal Address: PO Box 5967, Wellington 6140
For more information, visit www.fscl.org.nz.