Complaints

If something has gone wrong, tell us. We record every complaint, aim to acknowledge it within 2 business days, and work it through to a resolution - or a referral to our dispute resolution scheme.

Before you lodge a complaint

If your issue is a live payment problem - a stuck release, a question about a dispute in progress, or something urgent - our support team can usually resolve it faster. Use this form for a formal complaint: something you want on the record, or an issue support hasn't resolved to your satisfaction.

Lodge a complaint

Check the status of a complaint

Our complaints process

1. Received. We log your complaint and issue a reference number immediately.
2. Acknowledged. We aim to acknowledge every complaint within 2 business days.
3. Investigated and resolved. We look into what happened and respond with an outcome, and any remediation, in writing.
4. Escalation.If you're not satisfied with our resolution - or we haven't resolved it within a reasonable time - you can refer your complaint, free of charge, to Financial Services Complaints Limited (FSCL).

wlbr is the trading name of Financial Technologies Limited, a registered financial service provider (FSP1012829) and member of the FSCL dispute resolution scheme (registration 9690). FSCL is an independent, free dispute resolution service approved by the New Zealand government.

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