Our Complaints Handling and Dispute Resolution Process
If you have a complaint about any aspects of our products and services, please contact us first on 0800 777 123 so that we can resolve your concerns.
Once we are aware of your concern our staff will take the appropriate steps to address your concerns immediately.
If the staff member is not able to resolve this with you, the matter will be escalated to a higher level to the relevant manager. You may request this escalation at any time by calling or writing to us. The manager will investigate the issue and take all reasonable steps to resolve the matter with you or your authorised representative.
Escalating your complaint
Should you feel that your complaint has not been properly handled or you are not satisfied with the result, you may request an independent review of your dispute by writing to:
Dispute Resolution Officer Yamaha Motor Finance New Zealand Limited Private Bag 94412 Botany Auckland 2163 Email: firstname.lastname@example.org
External Dispute Resolution Scheme
If you feel we have not fairly resolved your complaint you can refer the matter to an external dispute resolution service. Yamaha Motor Finance New Zealand is a member of the Financial Services Complaints Ltd (FSCL). This independent body is approved by the Ministry of Consumer Affairs. Complaints to FSCL need to meet certain criteria.
The contact details for the Financial Services Complaints Ltd are: Financial Services Complaints Ltd PO Box 5967 Lambton Quay Wellington 6145 Phone: (Call Free) 0800 347257 or (Wellington) (04) 472FSCL (472 3725) Fax: (04) 472 3728 Web site: www.fscl.org.nz