Complaints

Complaints

Complaint Process

Credit Recoveries Limited takes complaints seriously and has a robust and detailed resolution process. If you have a complaint about the service you have received we welcome your feedback and the opportunity it provides us to review our processes and services. We will investigate all complaints received in a fair and efficient manner.

It is important to understand that if you are disputing a debt that we have contacted you about, this should be dealt with through our collection teams and not our complaint process. 

If your complaint relates to either staff actions or processes, we encourage you to lodge your complaint via this website.

To commence an investigation we will need certain information from you to assist us. You will need to provide us with the following –

  • Reference Number (you can locate this on correspondence from Credit Recoveries Limited)
  • Full name
  • Proof of Identity (for example a copy of your Driver Licence/Passport)
  • Date of Birth
  • Current Address
  • Phone Number
  • Email Address
  • Relevant Documentation to support the complaint
  • Complaint Detail (nature of the complaint)

Complaints can be lodged by

1. Completing the Complaint Form and emailing to info@creditrecoveries.co.nz

2. Post to Managing Director, Credit Recoveries Limited PO Box 557, Blenheim

Complaints Process Timeline

We will acknowledge any complaint received within 2 working days either via email text of phone. 

We aim to complete an investigation within 10 working days and notify you of the outcome. As part of our process we may need to seek information from external parties, at times this can extend the investigation timeframe. Should this be the case for your complaint, we will advise you of the reasons for the delay and also provide a new expected completion date.

Where complaints are received via post, the above timeline will not apply, given postal service delivery times are outside of our control. However, we will endeavour to complete the process in a timely manner.