Complaints Process

ClearDebt is a specialist household budgeting and total money management service. We provide general budgeting advice only. We do not provide personalised legal, accounting, tax, financial or investment advice nor do we recommend or sell specific financial products or investments.

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know so please email: info@cleardebt.co.nz and tell us what has happened and what we can do to resolve it for you.

When we receive your complaint, we will:

• acknowledge your complaint within 2-working days,

• gather and evaluate information about your complaint; and

• respond to you within 20-working days.

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited who are a Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs.

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything). FSCL’s contact details are:

• fscl.org.nz,

• 0800 347 257,

• complaints@fscl.org.nz;

• PO Box 5967, Wellington 6140.