What if I have a complaint?
Cash Doctors takes customer complaints very seriously.
How and where to complain
If you are dissatisfied with any aspect of our service, you can tell us about your concern in the following ways:
- In writing - The Manager, CashDoctors.co.nz, PO Box 2095, Johnsonville, Wellington 6037, New Zealand
- By email - paydayloan@cashdoctors.co.nz
Please note that additional personal information should not be included in email messages for security reasons. We will respond, where appropriate, by telephone or letter for the same reason.
How long will it take?
We will try to resolve your problems immediately. However, if we have not been able to resolve your complaint within one week, we will write to tell you:
- Why we have not yet resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. In any case, if we are unable to reach an agreement together within four weeks, we will:
- Send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution; or
- Issue you our final response letter which will explain our final position