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How do I make a complaint?

At UDC we pride ourselves on listening to our customers' needs, and continually growing and improving our products and services as a result.

If you have a complaint about your loan, our service, the way the loan was sold to you, or the way your claim is being handled, here's what you should do.

Step 1: Email us using our feedback form above or contact Customer Service to discuss your complaint on 0800 500 832.

• If they are unable to resolve the matter, your complaint will be referred to the appropriate person who'll acknowledge your complaint within 2 business days and aim to resolve this within 15 business days. If further investigation is required, we will discuss an alternative timeframe with you.

Step 2: If you’re still not satisfied

• If you feel your concerns have not been addressed, you may refer the matter to Financial Services Complaints Ltd (FSCL) - A Financial Services Ombudsman Service, one of the four financial dispute resolution schemes in New Zealand, which UDC is a member of. They can be contacted by:
   
• ​Phone: 0800 347 257 / +64 4 4723725 (Overseas)
• Email: complaints@fscl.org.nz
• Post: P.O. Box 5967, Wellington 6140
  
  ​Please note if you have not yet contacted UDC regarding your complaint, the Financial Services Complaints Limited (FSCL) will refer your complaint to us.