We are committed to resolving complaints promptly and fairly. If something hasn't gone the way it should, we want to know about it. Here's how our complaints process works.
We follow a two-step process. In almost all cases, complaints are resolved at Step 1 directly with Fundme. If we are unable to resolve your complaint, Step 2 provides access to a free, independent dispute resolution service.
Start here — most complaints are resolved at this stage
Send your complaint to us in writing, explaining what happened, what you expected, and what outcome you are seeking. The more detail you can provide, the faster we can investigate and respond.
We will acknowledge your complaint within 5 working days and aim to resolve it within 40 working days. If we need more time, we will let you know and explain why.
If we haven't resolved your complaint within 40 working days, or you're not satisfied with our response
Fundme is a member of Financial Services Complaints Ltd (FSCL), an approved dispute resolution scheme under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL provides a free, independent service to consumers and small businesses.
You can contact FSCL if:
FSCL will investigate your complaint independently and can make binding decisions up to $500,000. Their service is free to you.
Fundme is a member of FSCL. Membership No. 9041.
If your complaint relates specifically to how we have handled your personal information under the Privacy Act 2020, you may also contact the Office of the Privacy Commissioner:
Office of the Privacy Commissioner
Website: privacy.org.nz | Freephone: 0800 803 909
We encourage you to contact us first — most privacy concerns can be resolved quickly at the Fundme level.
To help us investigate your complaint efficiently, please include:
You can send your complaint by email to complaints@fundme.nz or by post to our registered address.
We take all complaints seriously. Every complaint is an opportunity for us to improve. We will: