How to file a complaint
COMPLAINTS RESOLUTION PROCESS
What should you do if you have a complaint? Convera does business in New Zealand through Convera Australia Pty Ltd, NZ branch. To file a complaint, please contact Convera before contacting the external resolution authority with a complaint.
Our primary goal is to provide superior customer service and competitive exchange rates. To achieve this goal, we would like to hear from you if you are dissatisfied with our customer service or any of the financial products provided to you. We have established procedures and policies to ensure that any complaint you may have is properly considered and appropriate measures are taken. Should you have reason to complain, then it is important that you first advise your usual Convera representative.
If your complaint is not quickly resolved to your satisfaction, please contact our Convera Customer Service Team who will investigate and provide a resolution to you in accordance with the Convera Customer Complaints Handling Policy.
Customer Service New Zealand
Email: Customer Service NZ [email protected]
Phone: 0800 436 739
If you are dissatisfied with the Convera resolution of the complaint you have the right to refer the complaint to:
Financial Service Complaints Ltd (FSCL)
PO Box 5967
Lambton Quay
Wellington 6145
Phone: 0800 347257
If you are a student and would like to register your complaint with our Education Customer Support Team you can raise a case in our platform at the below link:
Convera GlobalPay – https://students.convera.com/#!/contact-us
Alternatively you can call and speak with us on: +64 9 359 5104