Complaints Process
How to make a complaint and how we handle it.
Last updated: September 2026
Our Commitment
Loan Link Limited is committed to providing excellent service to all our clients. If you are not satisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.
How to Make a Complaint
If you have a complaint about Loan Link's services, please contact us:
Email: info@loanlink.co.nz
Phone: 022 326 7715
We will acknowledge receipt of your complaint within 24 hours and work with you to resolve the matter promptly.
Our Complaints Process
We follow a structured process to ensure all complaints are handled fairly and efficiently:
1. Acknowledgement: We will acknowledge your complaint within 24 hours.
2. Investigation: We will investigate your complaint thoroughly, which may take up to 10 business days.
3. Response: We will provide a written response explaining our findings and any resolution we can offer.
4. Escalation: If you are not satisfied with our response, we will advise you of further escalation options.
External Dispute Resolution
If we cannot resolve your complaint, you may refer it to our external dispute resolution scheme:
Financial Services Complaints Limited (FSCL)
Email: complaints@fscl.org.nz
Phone: 0800 347 257
There is no cost to you for referring your complaint to FSCL.
Responsible Lending Complaints
If your complaint relates to responsible lending obligations under the Credit Contracts and Consumer Finance Act, you may also contact the Commerce Commission or the Financial Markets Authority for guidance.
Contact Us
If you have any questions about our complaints process, please contact us at info@loanlink.co.nz or 022 326 7715.