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Welcome to Financial Services Complaints Ltd

We are an independent not-for-profit external dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution)
Act 2008.


We are free to consumers.
We are independent.
We are fair.


We focus on resolving complaints through conciliation and assisted negotiation. We also make formal determinations which are binding on financial service providers.
Learn more about our process »

We are a financial complaints service that works with you to resolve a complaint

  • We work with the consumer and the financial service provider to resolve the complaint.
  • We act independently by not taking sides.  
  • We are an alternative to the legal system, we work confidentially and less formally to find a fair outcome to a complaint.



Awareness of financial complaints service still too low says FSCL CEO

Despite a massive 84% jump in the number of enquiries and complaints to dispute resolution scheme Financial Service Complaints Limited (FSCL), its Chief Executive Officer Susan Taylor says many complaints are still not getting through. Read more »

Changing your mind can come at a cost
After accepting an insurance proposal and signing a terms of engagement clients decided not to proceed and were contractually obliged to pay their financial adviser for the costs incurred.  Read more »

Lessons to be learned when dealing with significant financial hardship applications
A KiwiSaver significant financial hardship application was made more difficult by failing to explain why the application was declined. Read more »

A series of refinanced loans
Refinancing of loan balances - is this of benefit or detriment to the borrower?  Read more »

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