Financial Dispute Resolution Service

Financial Dispute Resolution Service FDRS is an independent dispute resolution scheme for consumers and financial service providers to use when they are unable to resolve a dispute.

A young couple paused their plans after believing a break fee would cost them thousands. Fast forward a year and they fi...
08/02/2026

A young couple paused their plans after believing a break fee would cost them thousands.

Fast forward a year and they find out zero break-fees applied on their home loan.

Did they get bad advice?

Find out more in this Mortgage Broker case study 👀💵🔎
https://fdrs.org.nz/resources/case-studies

Increased credit limits provided too much temptation for George.He soon found himself in financial hardship, facing miss...
25/01/2026

Increased credit limits provided too much temptation for George.

He soon found himself in financial hardship, facing missed payments, late fees, and eventually debt collection.

Find out more about George’s Buy Now, Pay Later story at https://fdrs.org.nz/resources/case-studies

18/12/2025

Merry Christmas from FDRS! 🎅

We’re closed from Saturday 20 December 2025 to Sunday 11 January 2026.

During this period, you can still get in touch with us by email or online. We will get back to you when we return in the new year, from Monday 12 January 2025.

https://fdrs.org.nz/resources/fdrs-christmas-hours-2025

We do our best to make the process as easy as possible for everyone to participate. If you have any special requirements...
10/11/2025

We do our best to make the process as easy as possible for everyone to participate. If you have any special requirements, just let us know.

We supported our 1136 members to resolve 842 complaints.Here is a selection of feedback from our members this year.
28/10/2025

We supported our 1136 members to resolve 842 complaints.

Here is a selection of feedback from our members this year.

We have strong customer satisfaction scores. Here are some comments our customers shared with us this year!
21/10/2025

We have strong customer satisfaction scores.

Here are some comments our customers shared with us this year!

45 complaints that progressed to our formal process and the average timeframe to resolve was 46 days. Complaints about f...
14/10/2025

45 complaints that progressed to our formal process and the average timeframe to resolve was 46 days.

Complaints about financial advisors or brokers decreased by 3%, while complaints about other financial service providers (which includes Buy Now Pay Later and Layby services) increased by 3%. Lenders or non-bank deposit taker complaints remained steady at 62%.

Need some inspiration when creating passwords?Unique passphrases of four or more words are best to use for each of your ...
10/10/2025

Need some inspiration when creating passwords?

Unique passphrases of four or more words are best to use for each of your accounts.

Thanks to Own Your Online we’re sharing this fun new way to create your own unique passphrase. Look at these images, get describing, and take a moment to own it this Cyber Smart Week.

But remember - don’t tell us what you see ! 👀

There are simple ways you can stay protected if you take a moment to own it! This Cyber Smart Week we’re supporting You...
09/10/2025

There are simple ways you can stay protected if you take a moment to own it!

This Cyber Smart Week we’re supporting Your Online by encouraging you to turn on two-factor authentication (2FA) for your bank, email and social media accounts.

2FA can protect you from 99% of automated online attacks, yet 32% of people admit to not using 2FA on their main accounts.

You can learn more at ownyouronline.govt.nz/takeamomenttoownit

We received 842 complaints in 2024/2025, increasing by 92.2% from last year!The great news is that 94% were resolved or ...
07/10/2025

We received 842 complaints in 2024/2025, increasing by 92.2% from last year!

The great news is that 94% were resolved or closed during our early, informal process.

Use long, strong and unique passwords. They can take billions of years to crack.Despite cyber crime getting worse, only ...
07/10/2025

Use long, strong and unique passwords. They can take billions of years to crack.

Despite cyber crime getting worse, only 42% of New Zealanders say they feel vulnerable to online attacks. This means many New Zealanders aren’t taking smart, simple actions to keep themselves and their personal information secure online.

Take a moment to own it! This Cyber Smart Week FDRS are supporting Own Your Online by encouraging you to create unique passphrases of four or more words for each of your accounts – start with your banking, email and social media accounts.

Online security matters. In the last six months, 54% of New Zealanders have experienced an online threat. Take a moment ...
06/10/2025

Online security matters. In the last six months, 54% of New Zealanders have experienced an online threat.

Take a moment to own it! This Cyber Smart Week FDRS are supporting Own Your Online by encouraging you to help put a stop to scammers.

Start by updating your bank, email and social media accounts with long, strong and unique passwords, and turning on two-factor authentication.

Keep an eye on our posts this week for some more tips to help you stay secure online.

Address

142 Lambton Quay
Wellington
6011

Opening Hours

Monday 8am - 5pm
Tuesday 8am - 5pm
Wednesday 8am - 5pm
Thursday 8am - 5pm
Friday 8am - 5pm

Telephone

+64508337337

Website

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