Complaints Process

Taprobane Finance Limited is committed to resolving any complaints fairly, promptly, and transparently. We follow a structured complaints process as required by our regulatory obligations under the Financial Markets Conduct Act 2013 and our membership of an approved dispute resolution scheme.

Step 1 — Tell Us About Your Complaint

In the first instance, please contact us directly so we have the opportunity to resolve your complaint:

• Email: info@taprobanefinance.co.nz
• Post: Complaints Officer, Taprobane Finance Limited, Auckland, New Zealand

Please provide as much detail as possible, including:

• Your full name and contact details
• A description of the issue
• The outcome you are seeking
• Any supporting documents or correspondence

Step 2 — Our Internal Resolution Process

We will acknowledge receipt of your complaint within 2 working days and aim to resolve it within 20 working days. If we need more time, we will keep you informed of progress.

Our Complaints Officer will:

• Investigate your complaint thoroughly and impartially
• Consider all relevant information
• Communicate our findings and any proposed resolution in writing

Step 3 — External Dispute Resolution

If you are not satisfied with our response, or if we have not resolved your complaint within 40 working days, you may refer your complaint to our approved external dispute resolution scheme:

The FDRS service is free to consumers and is independent of Taprobane Finance.

Financial Markets Authority (FMA)

If your complaint relates to the conduct of a financial adviser or concerns about our compliance with financial advice duties under the Financial Markets Conduct Act 2013, you may also contact the Financial Markets Authority:

What We Cannot Help With

We are unable to handle complaints about lending decisions made by third-party lenders (such as banks or non-bank lenders). For those complaints, please contact the relevant lender directly. Many lenders are also members of the FDRS or Banking Ombudsman Scheme.