Complaints

Complaints Handling and Dispute Resolution

Chevron Finance Ltd

Effective Date: 1 April 2025

At Chevron Finance Ltd, we are committed to providing excellent customer service and treating our clients with respect and fairness. If you are not satisfied with any aspect of our service, we encourage you to let us know. Your feedback helps us improve.

1. How to Make a Complaint

If you have a complaint about our service, staff, or any aspect of your experience with Chevron Finance Ltd, please contact us using one of the following methods:

By Email: donnasilvester@chevronfinance.co.nz

In Writing:
Complaints Officer
Chevron Finance Ltd

PO Box 4153

Christchurch

Please include your full name, contact details, a description of your complaint, and any supporting documentation. We will acknowledge your complaint within 2 business days.

2. Our Internal Complaints Process

Once your complaint is received:

It will be reviewed by our Complaints Officer or another senior staff member.
We will investigate the matter fully and fairly, keeping you informed throughout the process.
We aim to provide a resolution within 10 business days. If more time is needed due to the complexity of the issue, we will notify you and provide an estimated timeframe.

We are committed to resolving complaints in a respectful, transparent, and timely manner.

3. Dispute Resolution Scheme

If we cannot resolve your complaint to your satisfaction, or if it has not been resolved within 40 working days, you can refer it to our independent dispute resolution scheme.

Chevron Finance Ltd is a registered member of the following government-approved dispute resolution scheme:

Financial Services Complaints Ltd
Website: www.fscl.org.nz
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Postal Address: P O Box 5967, Wellington 6011

This service is free of charge and can help you reach a fair outcome.

4. Your Rights

Making a complaint will not affect your legal rights or the way we treat you as a client. We appreciate all feedback and see complaints as an opportunity to improve our service.

5. Contact Us

For any questions about this process or if you wish to discuss a concern, please get in touch:

Chevron Finance Ltd
Email: donnasilvester@chevronfinance.co.nz
Phone: 027 435 5474
Address: 144 Moorhouse Avenue, Addington, Christchurch 8011

Postal Address: PO Box 4153, Christchurch