Despite our best efforts, there will be times where we make mistakes.
We believe that it’s how we deal with our mistakes that makes us better as a company.
If you are dissatisfied in any way with the service we have provided, we’d really appreciate you letting us know. After all, if we don’t know we can’t fix the problem or get better in the long term.
In the first instance, please talk to one of our Customer Care team. You can call them on 0800 422 337. In the rare event they are unable to help, ask them to get a manager to speak with you.
Sometimes, even this may not work and, if this is unfortunately the case, we’d ask you to take advantage of our internal dispute resolution scheme.
Internal Dispute Resolution
If you need to speak with our Dispute Resolution Officer, you should ask the manager handling your complaint. If they are unable to put you straight through, they will organise a time and the best contact number for the Dispute Resolution Officer to call you back.
You may prefer to email the Dispute Resolution Officer. You can do this by emailing complaints@firststopmoney.com.au. Please be as detailed as possible in your email so that the Dispute Resolution Officer has the best chance of understanding your concerns and, therefore, the best chance to put things right.
The Dispute Resolution Officer will be in touch as soon as possible to discuss your complaints and we guarantee that it will be within 3 business days.
Once the Dispute Resolution Officer understands your complaint, they will try to resolve the issue within 5 business days. However, we do not want to rush things and risk making further mistakes. With that in mind, our Internal Dispute Resolution process gives 40 days for the Dispute Resolution Officer to come back with our final recommended resolution.
If, at this point, you are unhappy with the resolution offered by the Dispute Resolution Officer, you may request the involvement of an External Dispute Resolution Scheme.
Our Contact Details
External Dispute Resolution
External Dispute Resolution Schemes provide a mechanism for an independent and objective review of the circumstances.
handyCASH Ltd is a member of the Financial Services Complaints Ltd scheme.
handyCASH do have an internal complaints procedure and we ask you contact us directly in the first instance, with the issue you may have.
Either call 0800 422 337 or email us at complaints@firststopmoney.com.au to give us the details and we will do our utmost to resolve it for you.
If you are not completely satisfied with the outcome, you can choose to take your issue to Financial Service Complaints Ltd, our external dispute resolution scheme, who can be contacted by one of the following ways:-
Further information regarding FSCL is available on their website www.fscl.org.nz.