- Call: 0800 003 391
Compliments and complaints
If you have thoughts, comments and experiences to share with us, please let us know – we’re all ears.
Contact info
8:30am to 5:00pm NZST (Monday-Friday)
If you are deaf or require hearing or speech assistance you can contact us via New Zealand Relay. Find out more
TTY and Voice Calls 0800 4 711 711 (Ask for 0800 003 391)
Speak and Listen 0800 8 715 715 (Ask for 0800 003 391)
Translating and Interpreting Service 0800 4 711 711 (Ask for 0800 003 391)
We’d love to hear from you
Customer satisfaction is one of our primary objectives. If you’ve had a great experience or have a suggestion for how we can do things better, we’d love to hear about it. Simply fill out the form below or send us an email at operations@libfin.co.nz.
Complaints handling and dispute resolution
Get a solution
If you have a complaint, please let us know. We will take the time to understand the issues, and do everything we can to fix them. In most cases, we can resolve your concerns on the spot. Where this isn’t possible, we will acknowledge your complaint in writing and let you know how long we expect it will take to provide a response.
Further help?
If we cannot agree on how to fix the issue, you can contact Financial Services Complaints Limited (FSCL). This independent dispute resolution service will cost you nothing, and may help investigate or resolve any disagreements that are not able to be resolved through our internal complaints process.
You can contact FSCL at:
Address details: PO Box 5967, Lambton Quay, Wellington 6145
Phone number: Call Free 0800 347 257, or 04 472 FSCL (04 472 3725)
Email address: complaints@fscl.org.nz
Website form: https://fscl.org.nz/make-a-complaint/complaint-form/