Complaints Handling Process

Our Commitment

At Nolimit Finance Limited, we are committed to providing professional, fair, and high-quality service. If you are unhappy with our service or believe we have made a mistake, we encourage you to let us know. We take all complaints seriously and aim to resolve them promptly, fairly, and transparently.

Step 1 – Contact Us

If you have a complaint, please contact us as soon as possible.

Please provide:

• Your full name and contact details
• Details of your complaint
• Relevant dates and supporting documents (if applicable)
• The outcome you are seeking

Step 2 – Acknowledgement

Once we receive your complaint, we will:

• Acknowledge receipt within 2 business days
• Provide you with the name and contact details of the person handling your complaint
• Explain our complaints process

Step 3 – Investigation

We will:

• Review all relevant information
• Contact you if further information is required
• Investigate the matter fairly and impartially
• Keep you informed if our investigation is taking longer than expected

Our aim is to resolve most complaints within 20 business days.

Step 4 – Resolution

After completing our investigation, we will provide you with a written response explaining:

• Our findings
• Our decision
• Any actions we will take to resolve the complaint (if appropriate)

If we are unable to resolve your complaint within 20 business days, we will explain the reason for the delay and provide an estimated timeframe.

Step 5 – If You Are Not Satisfied

If you are not satisfied with our final response, or if we have not resolved your complaint within a reasonable time, you may refer your complaint free of charge to our independent dispute resolution scheme.

You can contact FSCL if:

• We have issued our final response and you remain dissatisfied; or
• We have not resolved your complaint within a reasonable timeframe.

FSCL's service is free for consumers.

Our Principles

Nolimit Finance Limited is committed to:

• Treating every complaint fairly and respectfully.
• Maintaining confidentiality throughout the complaints process.
• Resolving complaints as quickly as reasonably possible.
• Learning from complaints to continually improve our services.
• Complying with all applicable New Zealand laws and regulatory requirements.

This complaints process is available to all clients and can be requested in alternative formats where reasonably required.