At Avanti, we pride ourselves in putting people first and being relentlessly helpful in every way. Your feedback is important to us, so whether you’d like to give a compliment or make a complaint, we’d love to hear from you.
For a compliment
It’s always nice to hear a compliment first hand, so if we’ve done a particularly great job, either tell your Avanti contact directly or send us an email to marketing@avantifinance.co.nz.
For a complaint
If you have a complaint, please let us know. We’ll do our best to put it right for you and to learn from what you tell us.
You can contact us in the following ways:
Phone: 0800 808 003 or 09 571 0720
Email: complaints@avantifinance.co.nz
Post: Avanti Finance Limited
Private Bag 11 917
Ellerslie
Auckland 1542
If we can’t revolve your issue immediately, here’s how we will deal with it.
1. If you have made a complaint to us we will acknowledge your complaint as soon as possible and always within two working days.
2. We aim to have your complaint resolved within five days and will email or write to you outlining the resolution. If, after five working days, we can’t resolve your complaint, we’ll keep working on it and aim to resolve it within 20 working days.
3. If for some reason we cannot resolve your complaint within 20 working days, we will write to let you know why we need more time.
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) – A Financial Ombudsman Service. 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 6140
