Complaints
If we got it wrong, tell us.
If something about our service was not right, email hello@borrowclub.co.nz with "Complaint" in the subject line and what happened. A person reads every one, we acknowledge it within two working days, and we tell you what we found and what we are doing about it.
If your complaint is about the broker or lender you were introduced to, raise it with them first: they hold your contract and belong to their own disputes resolution scheme. We can point you to the right contact if you are not sure.
To be finalised before launch: complaint handling timeframes and escalation wording
to be reviewed, and the disputes resolution position for the introduction-service
model confirmed.