Complaints
Here, you’ll find info about a range of frequently asked questions we get about working with us
We Value Your Feedback
At SMB, our mission is to prioritise our customers and provide exceptional support in every interaction. Your thoughts matter to us, whether you’re sharing praise or raising a concern. We’re here to listen and improve.
Share a Compliment
We love hearing when we’ve exceeded your expectations! If you’re pleased with our service, feel free to drop us a note at:
Email: support@smb.nz
Your kind words motivate us to keep delivering outstanding service.
Raise a Concern
If something hasn’t gone as expected, please let us know so we can make it right and learn from your experience. You can reach out to us via:
Phone: 03 288 2562
Email: complaints@smb.nz
Existing Customers: If you are an existing customer and want to make a complaint, please complete the form in the customer login area.
How We Handle Your Complaint
We’re committed to resolving your concerns promptly and fairly. Here’s our process:
Immediate Acknowledgement: Upon receipt of your complaint, we will acknowledge receipt immediately. Within 2 business days, a Complaints Handling representative will contact you to advise on the next steps.
Resolution Goal: We aim to resolve your complaint within 8 business days from the date your complaint is received, and we will follow up with a resolution via email or letter.
Extended Cases: We aim to resolve your complaint as soon as possible. However, if we require additional time, we’ll continue working on your complaint and strive to resolve it within 15 working days. In the event of a delay, we’ll contact you to explain why and provide an update.
Further Delays: If resolution takes longer than 20 working days, we’ll contact you to explain why and provide an update.
If You’re Not Satisfied
If you’re unhappy with our response or your complaint remains unresolved, you can contact Financial Dispute Resolution Service Ltd (FDRS), our independent dispute resolution provider. This service is free for you.
Contact FDRS:
Phone: 0508 337 337 or 04 381 5047
Email: enquiries@fdrs.org.nz
Website: https://fdrs.org.nz/
Postal address: Freepost 231075, PO Box 2272, Wellington 6140
We are a member of this independent dispute resolution scheme. Our membership numbers is FM0418
We’re committed to addressing your feedback with care and transparency. Thank you for helping us improve!
Your SMB Money Ltd loan is a financial commitment. We will assist you with assessing your financial position but please ensure You are in a position to afford Your repayments now and in the future. All loan applications are subject to responsible lending inquiries.