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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.


Our process focuses on resolving complaints through conciliation and assisted negotiation. FSCL is also able to make formal determinations which are binding on financial service providers.
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We are a financial complaints service that works with you to resolve the complaint

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



Latest results heartening for financial services sector and consumers
says FSCL CEO

The latest results from dispute resolution scheme Financial Service Complaints Limited (FSCL)
demonstrate the scheme and the wider regime are working effectively says FSCL’s Chief Executive
Officer Susan Taylor. 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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FSCL |  Susan Taylor  | Trevor Slater  | Financial Services Complaints Limited