Our Commitment

At Earnslaw Goodlight Profinance, we are committed to providing exceptional service to our customers. We recognise that sometimes things may not go as planned, and we value your feedback as an opportunity to improve our services. If you’re dissatisfied with any aspect of our service, we encourage you to let us know.

How to Make a Complaint

You can make a complaint in the following ways:

By Phone

Call us at 0800 776 334 during business hours (Monday to Friday, 9:00 AM to 5:00 PM)

By Email

Send your complaint to: info@profinance.co.nz

In Writing

Mail your complaint to:
Complaints Officer
Earnslaw Goodlight Profinance
PO Box 1194, Cambridge 3450

In Person

Visit any of our branches and speak with a staff member

What Information to Include:

To help us address your complaint efficiently, please include:

Your full name and contact details

Your account or loan number (if applicable)

A clear description of your complaint

Any relevant documentation

Your preferred resolution or outcome

Our Complaint Resolution Process

Step 1:
Acknowledgment

We will acknowledge receipt of your complaint within 2 business days.

Step 2:
Investigation

Our Complaints Officer will investigate your complaint thoroughly. This may involve reviewing relevant documents, speaking with staff members involved, and gathering additional information.

Step 3:
Resolution

We aim to resolve all complaints within 10 business days. For more complex issues, it may take up to 20 business days. We will keep you informed of our progress if the resolution takes longer than expected.

Step 4:
Response

We will provide you with a written response outlining our findings, decision, and the reasons for our decision. We will also explain any actions we've taken to address your complaint.

Contact our external dispute resolution scheme

External Dispute Resolution

We are a member of the Financial Services Complaints Limited (FSCL), an independent external dispute resolution scheme approved by the Minister for Consumer Affairs. There is no charge to you for using FSCL’s services.

 

Financial Services Complaints Limited
Postal Address: PO Box 5967, Wellington 6140
Phone: 0800 347 257
Email: info@fscl.org.nz
Website: www.fscl.org.nz