Complaints and Disputes
If you are a borrower or a guarantor and have a complaint about a service provided by any member of the Southern Cross Financial Group (“SCFG”) then please read further.
SCFG Internal Complaints Procedure
Contact: Phone 09 535-2239, Email: firstname.lastname@example.org, P.O. Box 38-010,Howick, Auckland 2145
In the event SCFG receives a complaint from a borrower, then SCFG will:
- Within 3 working days, send a written receipt or acknowledgement to you;
- Within 5 working days after receiving the complaint, send a written request to you if it needs any further information relevant to the complaint;
- Within 10 working days after receiving the complaint, decide whether or not your complaint is justified, and notify you in writing of the manner in which the complaint is to be dealt with.
- Should SCFG’s appointed Internal Dispute Resolution Contact Person (currently Johanna Bloemendal) determine that your complaint is not justified, then you will be informed of your right to use SCFG’s external dispute resolution scheme.
SCFG External Dispute Resolution Scheme
SCFG has a free external dispute resolution scheme which can be accessed by you by contacting Financial Services Complaints Limited at PO Box 5967, Lambton Quay, Wellington 6011 Email email@example.com Telephone 0800 347 257 Fax (04) 472 3728.
All of the companies in the SCFG belong to this scheme. The FSP numbers of the members of the group are as follows:
Southern Cross Partners Limited FSP 16281
Loan Investment Trustees Limited FSP 16204
Southern Cross Finance Limited FSP5561
SCFL Properties Limited FSP265746
Southern Cross Partners Limited is a licenced peer to peer manager and a contributory mortgage broker, and is the contract manager of loans held in the name of Loan Investment Trustees Limited and other investors. Complaints or disputes relating to these loans should be directed to Financial Services Complaints Limited and Southern Cross Partners Limited is bound by the resolution or decision.