What do I do when I have a compliment?
We love receiving positive feedback from our customers! If you’d like to say thanks, or give us a suggestion for how we can improve your experience next time, please email your feedback to us and we’ll pass it on.
What do I do when I have a complaint?
Please give us as much information as possible to help us resolve things faster, and provide your best contact number so we can talk to you about the progress.
If you raise an issue with us, we’ll address it as quickly as we can, including on the spot if possible. Most issues are resolved within one day and you can expect a response within 10 business days. We aim to resolve your issue within 30 days.
We’ll do everything we can to resolve any problem you may have. Prospa is a member of a dispute resolution service. If your concerns are not resolved to your satisfaction, you can lodge a complaint with Financial Services Complaints Limited (FSCL). FSCL’s service does not cost you anything.
It’s important you have raised your issue with Prospa before you contact FSCL, in fact FSCL will encourage you to work with us before they commence their investigation.
- Website: fscl.org.nz/
- Email: [email protected]
- Telephone: 0800 347 257 (free call)
- In writing to: FSCL, PO Box 5967, Wellington 6145
Code of Lending Practice
Prospa is a strong supporter of promoting high standards of customer service, and compliance with all relevant laws and regulations. In Australia we championed development of an industry Code of Lending Practice for online small business lenders in association with the Australian Finance Industry Association (AFIA). We intend to apply the 8 key promises in this code to all our customers, whether in Australia or New Zealand. This Code came into force on 1 January 2019.