Belmont treats complaints as the primary signal that something needs to change. The procedure below is free to use at every step.
Email complaints@belmontfinance.co.nz with a description of what happened, the outcome being sought, and any reference numbers from prior correspondence.
Belmont acknowledges every complaint within two working days of receipt.
The complaint is reviewed by Jordan Adams, Director, who is independent of any front-line interaction with the borrower's file. The review covers:
Belmont aims to resolve straightforward complaints within ten working days of receipt and complex complaints within twenty working days. Where more time is required, Belmont will write to the borrower explaining the delay and the expected timeframe.
If the complaint is not resolved to the borrower's satisfaction, or if Belmont has not responded within sixty days, the borrower may take the matter to the Financial Dispute Resolution Service — the approved external dispute resolution scheme Belmont is a member of. The service is free to consumers, and the scheme can investigate, mediate, and make decisions that are binding on Belmont up to the scheme's limit.
The scheme is operated by FairWay Resolution Limited. Borrowers may see correspondence from FairWay referencing the scheme — both names refer to the same service.
Last updated 30 April 2026.