Financial Services Complaints Limited

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

06/11/2025

🌟 Customer Feedback Spotlight 🌟

We love hearing feedback like this! 💬

Need help resolving a complaint about financial services? Don’t hesitate. You might just say the same thing.

06/11/2025

Layla’s story is a reminder of why independent dispute resolution matters.

If you feel something’s not right with a financial product or service, you don’t have to face it alone.

Start by raising the issue with your provider. If it’s not resolved, you can bring your complaint to us. Our service is free, independent, and designed to help you find a fair outcome.

🔍 Learn more about how to make a complaint: https://fscl.org.nz
📞 Or contact us directly — we’re here to help.

06/11/2025

We're one of NZ's dispute resolution schemes and help resolve complaints about financial service providers.

Our team offers free, fair, and accessible dispute resolution.
🌐 fscl.org.nz
📞 0800 347 257
📧 [email protected]

26/09/2025

Feedback Friday

If you have a complaint about a financial service, we're here to support you through the process. We are a free, fair and independent dispute resolution service.

Visit us at www.fscl.org.nz to find out how we can help!

16/09/2025

Celebrating Maori Language Week | Te Wiki o Te Reo Māori

Join us to celebrate the 50th anniversary of Te Wiki o te Reo Māori (Māori Language Week).
Born of activism, the week grew from a single ‘Māori Language Day’ set up in 1972. Three years later, Te Wiki was founded, and we continue to celebrate it 50 years on.

At Financial Services Complaints | Ratonga Pūtea Puna Manaaki, our team are looking at ways we can incorporate the language into our everyday life and work.

If you would like to send a message to the future through Pūtahi Mahara (the Time Capsule), participate in some challenges, webinars, or want to learn new kupu (words) & kōrero, visit https://www.reomaori.co.nz/

You can also access resources in te reo Māori if you want to make a complaint about a financial service provider, see:https://fscl.org.nz/.../2021/10/Te-Reo-How-Can-We-Help.pdf

̄ori

03/09/2025

It's important to know that help is available when needed.

We're here to help resolve complaints about financial service providers.

Our team offers free, fair, and accessible dispute resolution.

🌐 fscl.org.nz
📞 0800 347 257
📧 [email protected]

The Banking Ombudsman investigates and resolves disputes between customers and their banks. They also deal with complaints about a range of non-bank financial service providers. The Reserve Bank of New Zealand is the prudential supervisor of banks and insurance companies.