Complaint Handling Process

We are keen to resolve any complaint as quickly as we can and clear up any misunderstandings. We have an internal complaint handling process in place to help resolve any complaints.

If you have a complaint about a product or any part of our service, in the first instance we encourage you to discuss it with the staff member or customer services operator with whom you have been dealing. You may contact the Diners Club International (NZ) staff member or customer services operator either over the phone, by letter or by email.

The staff member or customer services operator will do everything they can to resolve the complaint to your satisfaction.

If your complaint cannot be resolved by the staff member or customer services operator, then they will refer your complaint to their Supervisor/Manager who will contact you and try to resolve the complaint to your satisfaction.

If the Supervisor/Manager is unable to resolve your complaint or if you do not wish to discuss the complaint with the Supervisor/Manager, then you can ask that your complaint be refered to a Senior Manager for review.  The Senior Manager assigned to your complaint will then contact you directly.

If, at the end of this process, we still cannot agree on a resolution, then you can contact the Financial Services Complaints Ltd Scheme operated by Financial Services Complaints Ltd (FSCL). The FSCL Scheme has been approved by the Ministry of Consumer Affairs to provide an external dispute resolution service to consumers with complaints about their financial service providers. This service will cost you nothing, and will help us to resolve any issues.

You can contact FSCL via the following;

Email:

info@fscl.org.nz

Website:

www.fscl.org.nz

Freephone:

0800 347 257

Fax:

04 472 3728

Address:

PO Box
Lambton Quay
Wellington 6143

Your business is important to us and resolving complaints is part of a good business relationship with our customers. You may contact us on 0800 346 377.