At Naked Finance, we strive for excellence in all our services. However, if we don't meet your expectations, we are committed to addressing your concerns fairly and promptly.
 
Our Complaints Process: A Step-by-Step Guide
 
Step 1: Let Us Know
If you have a complaint, please contact us directly first. This gives us the best opportunity to understand and resolve your concern quickly.
Email: Please email your advisor or Support@NakedFinance.nz
Phone: 094164357
We will acknowledge your complaint within 5 business days and will work diligently towards a resolution.
Step 2: Our Internal Review
We will investigate your complaint thoroughly and provide you with a written response, outlining our findings and proposed resolution. We aim to complete this process within 30 working days.
Step 3: If You're Not Satisfied with Our Response
If you are unhappy with our final response, or if we have not resolved your complaint within 30 working days, you have the right to refer it to our independent external dispute resolution service.
 
Your Right to an Independent Dispute Resolution Service
You have the right to seek independent assistance from the Financial Services Complaints Ltd (FSCL)
 
What is FSCL?
FSCL is an independent, non-profit dispute resolution scheme approved by the New Zealand Government. Their service is free for our clients.
 
When can you contact FSCL?
You can refer your complaint to FSCL if:
- You are dissatisfied with the outcome of our internal complaints process.
- We have not resolved your complaint within 30 working days.
 
How to Contact FSCL:
fscl.org.nz 
0800 347 257
complaints@fscl.org.nz
FSCL, PO Box 5967, Wellington 6140.
 
What is the Office of the Ombudsman?
The Office of the Ombudsman | Tari o te Kaitiaki Mana Tangata is a separate, independent public body. Their role is to investigate complaints about the administrative conduct of government agencies and, in some cases, the wider state sector. If you are not happy with the support provided to you by the FSCL, you can contact the Ombudsman for guidance.
https://www.ombudsman.parliament.nz/
 
What Constitutes a Complaint?
We take all expressions of dissatisfaction seriously. A complaint is any expression of dissatisfaction made to us about our products, services, or our complaints handling process, where a response or resolution is expected.
If in doubt, please raise your concern with us - we are here to listen.
 
Our Commitment to You
At Naked Finance, we view complaints as an opportunity to improve. We are committed to:
- Treating your complaint with fairness, confidentiality, and respect.
- Keeping you informed throughout the process.
- Complying with our legal obligations under the Financial Service Providers (Registration and Dispute Resolution) Act 2008 and FSCL's rules.
 
Need More Information?
For further details on our complaints policy, please contact our Complaints Officer at Support@NakedFinance.nz