Complaints & Dispute Resolution

Our commitment

Together Finance is committed to providing a high standard of service. If you are not satisfied with our services, we encourage you to let us know so we can work with you to resolve your concern promptly, fairly, and transparently.

How to make a complaint

If you have a complaint about our services, please contact us in the first instance so we can attempt to resolve the matter directly.

You can submit your complaint by email to: admin@togetherfin.co.nz

Please include your full name, contact details, a description of your concern, and any relevant supporting information.

Our internal complaints process

Once we receive your complaint, we will:

• Acknowledge receipt of your complaint within 2 business days
• Investigate your complaint fairly and objectively
• Keep you informed if additional information or time is required

We aim to provide a final response within 10 business days. If we are unable to resolve the complaint within this timeframe, we will advise you of the reason for the delay and provide an updated timeframe. In any event, we will respond within a reasonable time.

Dispute Resolution Scheme

M&T Finance Group Limited trading as Together Finance is a member of an approved external dispute resolution scheme, Financial Services Complaints Limited (FSCL). FSCL is an independent service that helps resolve disputes between financial service providers and their customers at no cost to the customer.

FSCL details

When to contact FSCL

If we are unable to resolve your complaint to your satisfaction, or if we have not resolved it within a reasonable timeframe, you may contact FSCL directly using the details above.