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Compliance & Regulatory

Complaints Process

Let’s solve your problem

We are committed to providing excellent customer service and are committed to resolving issues, so in the unlikely event that you have a problem understanding something or you would like to make a complaint, please let us know so that we can address it.

Who should you contact if you have a problem?

Talk to your lease consultant directly first, or contact their line manager and make them aware of your situation and the problem that has arisen so that action can be taken.

If you’re still not 100% satisfied with the outcome, or you believe that the matter is very serious, you can contact our board of directors via our Feedback & Complaints Committee at [email protected] and they will take up your concerns.

If this does not resolve your complaint fully, your next step is Financial Services Complaints Ltd (FSCL), the external dispute resolution scheme of which VFL Limited is a member. This independent body is approved by the Ministry of Consumer Affairs.

Complaints to FSCL will need to meet certain criteria. Click here to visit the FSCL website.