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Compliments & Complaints

 

If you'd like to compliment us we'd love to hear from you!  Please email us here or click here to use our Contact Us form.

Equally, if you want to make a complaint or have a problem understanding something we’ve done, please let us know, so we can address the problem.

We’re here to make shopping simple, so if you think we’ve failed in any way, you can rest assured that all our people will be committed to resolving the issue.  

 

To make a complaint: 


Step 1: Email us at customerfeedback@homedirect.co.nz or contact our Customer Service team to discuss your complaint on 0800 466 334

If our Customer Service team was not able to resolve the matter, your complaint will be referred to our Issues Resolution team who'll respond to your complaint within 2 business days with a resolution or update. Your complaint will be investigated and handled fairly. We will keep you up-to-date with progress if it’s something we can’t resolve for you immediately

Step 2: If you’re still not satisfied

If you feel that we have not addressed your complaint fully, your next step is Financial Services Complaints Ltd (FSCL), the external dispute resolution scheme for our industry. FSCL's service does not cost you anything.

 • By telephone:
 0800 347 257  
 • By email:  complaints@fscl.org.nz
 • By post:   Financial Services Complaints Limited
   PO Box 5967
   Lambton Quay
   Wellington 6145
                                                   


Please note that if you haven't tried to resolve your complaint with us first, the Financial Services Complaints Limited will direct your complaint to us.