Dispute Resolution

Jacaranda Finance (“we”/”us”/”our”) is a trading name of Jacaranda Finance Pty Ltd, Company Number 6316190, NZBN 9429046232175, FSP 558806, External Dispute Resolution IFSO member number 2001848.

Jacaranda Finance is committed to providing the highest level of customer care and ensuring you are fully satisfied with the referral services we offer. If there is an instance where you feel we have not honoured this commitment and you would like to make a complaint, we will endeavour to resolve the matter in a genuine and fair manner.

CONTACT THE PROVIDER WE REFERRED YOU TO
Jacaranda Finance provides a referral service to put you in touch with credit providers, credit brokers and other referrers. If you have a complaint regarding the credit provider, credit broker or referrer you have been referred to, you should contact them directly.

INTERNAL DISPUTE RESOLUTION PROCEDURE
Should you have a compliant regarding our referral service, you may raise your complaint with our complaints officer, who can be contacted at:

Email: hello@jacarandafinance.co.nz

In your communication to our complaints officer, please provide clear details of your dispute and your return contact details. The complaints officer will investigate the matter and provide you with a final response within 21 days of the initial complaint detailing:

the outcome of the dispute
the reasons for the outcome

your right to pursue the dispute with our External Dispute Resolution scheme
the contact details of our External Dispute Resolution Scheme

EXTERNAL DISPUTE RESOLUTION SCHEME

If you are not satisfied with our response, you may refer the complaint to our external dispute resolution scheme. The external dispute resolution scheme to which we belong is the Insurance and Financial Services Ombudsman, who can be contacted at;

Insurance and Financial Services Ombudsman

Email: info@ifso.nz

Website: www.ifso.nz

Freephone: 0800 888 202

Fax: 04 499 7614

Address: P O Box 10845

WELLINGTON 6143

DISPUTES RELATED TO THE PRIVACY ACT 1988
If the matter relates to the Privacy Act 1988, you may also refer the matter to the Privacy Commissioner. The Privacy Commissioner, in the Office of the Information Commissioner, can be contacted at;

Privacy Commissioner
Phone: (04) 474 7590 / (09) 302 8680
Fax: (04) 474 7595
Mail: PO Box 10 094, The Terrace, Wellington 6143
Website: https://privacy.org.nz/about-us/contact/

OUR COMMITMENT TO YOU
As a part of our commitment to providing the best possible service to you, all complaints will be dealt with in a professional and just manner. You will not be charged for using any of the services mentioned in this policy. If you feel we have not addressed your complaint in a satisfactory manner, we encourage you to bring this to our attention.