The Travelex International Payments service is provided by NZForex Limited (CN: 2514293) (“NZForex”). Any reference on this page to "we", "us", or "our" is a reference to NZForex. Any complaint or dispute between us must be dealt with in accordance with the following dispute resolution procedure. If the complaint or dispute cannot be resolved internally by us in accordance with the internal complaints handling procedure set out below, you may refer the matter to the approved dispute resolution scheme of which we are a member for the purposes of the Financial Service Providers (Registration and Dispute Resolution) Act 2008.
Internal Complaints Handling Procedure
1. Should you have reason to complain, then it is important that you first advise your usual contact in our office. Our staff will be pleased to help and complaints can often be resolved at this early stage.
2. If your concerns cannot be resolved at the first point of contact, you will be advised to refer the matter to our Compliance Manager, in writing, in order for them to conduct their own investigation firstname.lastname@example.org. At this stage, we will ask you to set out your complaint in writing providing as much detail as you can so that our Compliance Manager can fully investigate your complaint. They will then contact you with the results of their findings.
3. If your complaint cannot be resolved to your satisfaction by our Complaints Manager, you should refer the matter to the Financial Services Complaints Limited ("FSCL") for determination in accordance with its rules.
Please contact the Client Support Services Department on 0800 161 088 for more information on how complaints are handled by NZForex internally.
Dispute Resolution Scheme
If you are unhappy with the decision of our Complaints Manager or the dispute cannot be resolved under our internal complaints handling procedure, you may then formally submit the dispute to the approved dispute resolution scheme of which we are a member for the purposes of the Financial Service Providers (Registration and Dispute Resolution) Act 2008 for determination in accordance with the rules of that scheme. Their contact details are:
Financial Services Complaints Limited,
13th Floor, 45 Johnston Street,
Telephone: (Call Free) 0800 347257
Debt Recovery Action
Please note that nothing in this policy prevents us from taking immediate legal action in a court for recovery of any sums you may owe us.
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