Customer support

Before reaching out, you might find the answer you're looking for in our comprehensive Frequently Asked Questions (FAQs).

We've compiled answers to the most common questions about our services, application process, and more.

If you are struggling to make your loan repayments, please view information about financial hardship.

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If we've provided excellent service, we'd love to hear about it! Your positive feedback motivates our team and helps us understand what we're doing right.

Email us directly at customer@matchmemoney.co.nz with your feedback.

Complaints process

We value your feedback and are committed to resolving any issues you may encounter. If you're not satisfied with our services, here's how we handle complaints:

1. Initial contact: Please email us at customer@matchmemoney.co.nz to raise a formal complaint.
2. Acknowledgement: We will acknowledge your complaint within two working days.
3. Resolution goal: We aim to resolve your complaint within five working days and will inform you of the resolution by email or registered post.
4. Extended resolution: If we need more time, we will update you regularly and aim to resolve it within 20 working days.
5. Further extension: If we cannot resolve your complaint within 20 working days, we will inform you in writing why more time is needed.

Dispute resolution

If you are not satisfied with the outcome or if your complaint remains unresolved after 40 working days, you can contact the Insurance & Financial Services Ombudsman Scheme (IFSO).

The IFSO is an independent dispute resolution scheme that we belong to, and there is no cost to you for using their service.

Insurance & Financial Services Ombudsman Scheme:

• Phone: 0800 888 202
• Email: info@ifso.nz
• Postal Address: PO Box 10-845, Wellington 6143, New Zealand

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