Feedback & Compliments
We pride ourselves in putting people first and being relentlessly helpful in every way. Your feedback is important to us, so whether you'd like to give a compliment or make a complaint, we'd love to hear from you.
For a Compliment
It's always nice to hear a compliment first-hand, so if we've done a particularly great job, either tell your Mortgage Adviser directly or send us an email to compliments@neo.nz
For a Complaint
If you have a complaint, please let us know. We’ll do our best to put it right for you and to learn from what you tell us. You can contact us in the following ways:
Phone: 0800 755 779
Email: complaints@neo.nz
If we can’t resolve your issue immediately, here’s how we will deal with it.
If you have made your complaint verbally or via our website, we will acknowledge your complaint immediately. If you have made your complaint in writing, we will acknowledge it within five working days of receiving it.
We aim to have your complaint resolved within five days and will email or write to you outlining the resolution. If, after five working days, we can’t resolve your complaint, we’ll keep working on it and aim to resolve it within 20 working days.
If for some reason we cannot resolve your complaint within 20 working days, we will write to let you know why we need more time.
If you are unhappy with the outcome of your complaint or if it has not been resolved within 40 working days, you can contact Financial Services Complaints Ltd (FSCL). FSCL is an independent approved disputes resolution scheme that we belong to.
It will not cost you anything to refer your complaint to FSCL, and you can contact them in the following ways:
Phone: 0800 347 257 or 04 472 3725
Email: info@fscl.org.nz
Website: https://fscl.org.nz/
Level 4, 101 Lambton Quay, Wellington 6011, or
Post: FSCL, PO Box 5967, Wellington 6140DRS Membership Number: 9092
DRS Effective Date: 07 Sep 2023