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Resolving issues or complaints

Wallet Wizard strives to deliver the highest standard of customer service in order to provide an exceptional customer experience. We recognise that sometimes things can go wrong, so if you are not happy with any aspect of our service, please contact us directly and we will do our best to resolve your concern.

Speaking directly to a Dispute Resolution representative is a positive first step towards resolving a complaint. Contact us and one of our team members will aim to resolve your query right away!

Phone: 0800 480 430
Head Office: Level 15, 201 Kent Street
Sydney NSW 2000
Postal Address: Wallet Wizard, PO Box 83000, Johnsonville, Wellington 6440
Office hours: 9 am to 6 pm (NZST), Monday to Friday
Email: hello@walletwizard.co.nz
Fax: 0800 358 745

What to do if you are not satisfied with the outcome

We aim to reach a satisfactory outcome on all complaints. If after dealing with our Dispute Resolution Team you are not satisfied with the response you receive from us, you can contact the Financial Services Complaints Ltd (FSCL) on 0800 347 257 or via their website www.fscl.org.nz for an independent review of your complaint. Please make sure that you’ve gone through our customer care team first so we can do our best to help you as quickly as possible.

Important information you should know

Whether you contact us by phone or in writing, the following details will help us to resolve your complaint as quickly as possible:

  •          Your full name and postal address
  •          Your daytime phone number and preferred contact times in case we need to contact you
  •          Your reference number if you are one of our customers
  •          Names of any relevant people involved in the matter
  •          Any specific dates and times
  •          Clear and concise details as to the nature of your question, complaint or concern
  •          What you are seeking in order to resolve the complaint

A Dispute Resolution Officer will be in touch shortly to discuss your matter and we will do our best to promptly address your concerns.