Making a Complaint

Currency Online Limited is committed to the delivery of excellence through its high customer service standards. Whether a Client is providing feedback, paying a compliment or making a complaint, a Client's input is important. Should a Client be dissatisfied with the service provided the following steps should be followed, as part of our Internal and External Dispute Resolution procedures.

If you, the Client, are not satisfied with the products or service you have received from Currency Online Limited you should contact us in the first instance either by phone email or in writing. We will undertake to investigate your concerns promptly and fairly.

Step 1: Contact Your Customer Relationship Manager

Contact your Customer Relationship Manager at Currency Online Limited and discuss your concerns.

Step 2: Make a Formal Complaint

If your complaint is not satisfactorily resolved, contact Currency Online Limited Complaints Officer to inform us about your complaint. You may do this by telephone, facsimile, email or letter. The contact details are as follows:

Telephone: +64 3 962 0962

Email: complaints@currencyonline.com

Website:www.currencyonline.com

Fax: +64 3 963 0964




Postal Address:

Currency Online Limited Complaints Officer

PO Box 4127

Christchurch 8140

New Zealand

Currency Online Limited aims to deal with a Client's complaint as quickly as possible and will respond to the Client within 5 working days.

Should the complaint prove to be more complex, it can take longer, nonetheless we will keep you informed of the progress.

Currency Online Limited is focused on resolving client complaints in a timely and efficient manner with a resolution that is satisfactory to the client. Complaints are regarded as opportunities for improving the service offered to our clients and to make improvements to the business where necessary.

Step 3: Make a Formal Complaint to Financial Services Complaints Limited

Currency Online Limited is a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited ‘FSCL’ and approved by the Ministry of Consumer Affairs. Where Currency Online Limited has been unable to adequately resolve your complaint after 40 days of the complaint having been made, you, the customer have the right to refer the complaint to FSCL either verbally, via email or in writing. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz or by calling +64 (0)4 472 3725. This service is provided to you, the client, free of charge.