Financial Services Complaints Limited

04/08/2026

Join us for a free online webinar, Building a financial safety net that actually works.

Hear honest kōrero and practical ideas so you can confidently have more money at the ready when life happens. Get your questions answered live.

Tuesday 25 August, 12-1pm.

Reserve your spot → sorted.org.nz/free-money-month-events/webinar-building-a-financial-safety-net-that-actually-works/

04/08/2026

August is Sorted Money Month 💰
The Buffer builder app is Sorted's free tool for building your emergency fund step by step, at your own pace.
→ sorted.org.nz/buffer-builder/

Visit sorted.org.nz for a wealth of other free tips, tools and events.

And remember, if you have an issue with a financial service provider, you can make a complaint to us at www.fscl.org.nz, by calling 0800 347 257, or by emailing [email protected].

08/07/2026

As Matariki rises in the midwinter sky, marking the Māori New Year, the 2026 theme 'Matariki Herenga Waka – For Everyone' reminds us that we are stronger when we come together.

This reflects our mahi every day – helping people from all walks of life to be heard, cared for and empowered.

Matariki is a special time to connect with whānau, remember those we have lost, celebrate what we have, and look to the future.

🌟 Mānawatia a Matariki 🌟

23/06/2026

Thinking you can dip into your KiwiSaver early? Not every tough situation will meet the criteria.

KiwiSaver is meant for your retirement, so the law and rules around taking money out early are strict.

You might be able to withdraw if you’re:
🧾 going through significant financial hardship or serious illness
🧾 buying your first home
🧾 moving overseas for good

We often receive complaints from people who thought they’d qualify for a significant hardship withdrawal, but didn’t.

We've also helped people with complaints about how their KiwiSaver withdrawal was handled.

Thanks RNZ for sharing some of our recent cases 👇
https://www.rnz.co.nz/news/personal-finance/614046/kiwisaver-withdrawal-looming-redundancy-separation-not-good-enough-reasons

We investigate complaints about KiwiSaver withdrawal applications from participating members.

We are free to the consumer, fair and independent.

See our KiwiSaver Hardship guide at: https://fscl.org.nz/consumer-guide-kiwisaver-financial-hardship/

A man who tried to withdraw money from KiwiSaver because he expected to be made redundant, and another who wanted to access his KiwiSaver to buy his ex-wife out of the family home without a separation agreement are just two of what providers say is likely to be a significant number of people confuse...

28/05/2026

What an inspiring two days in Auckland at Te Ara Ahunga Ora Retirement Commission’s 2026 National Strategy for Financial Capability Conference – Impact that Matters!

Great to connect and collaborate with Christians Against Poverty NZ, the Commerce Commission, and so many others working hard to improve financial wellbeing across Aotearoa.

12/02/2026

We're so grateful for this heartfelt feedback from a happy consumer.

The circumstances can be tough, but our team always tries hard to provide a fair and independent resolution for consumer complaints about their financial service provider 💙

Contact us if you need support:

📱 Freephone: 0800 347 257
✉️ Email: [email protected]
🌐 Website: fscl.org.nz

10/02/2026

KiwiSaver hardship withdrawals driving more complaints

In the second half of 2025, more people came to us for help after their KiwiSaver hardship withdrawal was declined. Many were trying to keep up with everyday bills, but weren’t aware how tough the hardship test is under the KiwiSaver Act.

We’re also seeing people hoping to use KiwiSaver for longer-term financial relief. For example, some want to withdraw funds to buy tiny homes instead of renting, but can only access a smaller, short‑term financial solution. We understand this is frustrating when you’re looking for financial security, but the rules are very strict.

Read more in our latest case note:
👉 https://fscl.org.nz/case-studies/kiwisaver-withdrawals-strictly-limited/

Remember: You generally can’t access your KiwiSaver funds before retirement, except for a few limited exceptions.

Read our guidance on financial hardship withdrawals:
👉 https://fscl.org.nz/consumer-guide-kiwisaver-financial-hardship/

More coverage:
👉 https://www.rnz.co.nz/news/business/585678/kiwisavers-struggle-to-get-their-money-amid-record-hardship-withdrawals

People are seeking help with their bills but don't realise how hard it can be to get their money out.

05/12/2025

🎄✨Wishing you all a safe and happy holiday season from the FSCL team! ✨🎄

21/11/2025

Ruby* discovered $12,000 worth of fraudulent transactions on two of her non-bank credit cards after feeling unwell and losing her phone.

Read her story: https://fscl.org.nz/case-studies/when-is-a-credit-card-issuer-required-to-reimburse-for-fraud/

Ruby's story acts as a reminder to:

✅ keep PINs private and hard to guess
✅ never store sensitive logins on devices that could be accessed by others
✅ contact your issuer immediately if you suspect card fraud.

20/11/2025

Scams can happen to anyone. Awareness and quick action are your best defence against losing your hard-earned money.

A recent case illustrates how convincing scammers can be: Giselle, a vulnerable retiree, lost her entire $155,000 inheritance due to a scammer’s tactics.

This cautionary tale is a powerful reminder to stay vigilant and protect your money.

Read Giselle's story: https://fscl.org.nz/case-studies/vulnerable-consumer-loses-entire-inheritance-to-convincing-scammer/

Report scams: https://fma.govt.nz/scams/report-a-scam