Commitment
Our staff at all levels have a commitment to the efficient and fair resolution of complaints. All complaints will be responded to in a positive manner enabling the customer to contribute to the improvement of the company’s services and products.
Fairness
The complaint handling process will be fair to both the customer making the complaint, the person or persons about whom the complaint is made and SG Fleet. The review of your case will at all times be thorough and impartial, with the intention of meeting a resolution.
Resources
We will ensure that complaints are handled by staff with the appropriate level of experience and authority to resolve the complaints in a timely manner.
Responsiveness
All complaints will be dealt with promptly and you will be treated in a courteous manner. If the complaint investigation is prolonged, you will be kept regularly informed of its progress. We aim to resolve all complaints within 30 days.
For the purpose of our Complaint Handling and Disputes Resolution Procedures, SG Fleet means:
At SG Fleet we work hard to make your experience as seamless as possible. When we fall short, we are committed to improving our processes to make them more customer centric. If you are unhappy with our products or services, we would like you to tell us so we can investigate, and where appropriate, take action to correct the situation and prevent it from happening again.
SG Fleet New Zealand customers
Email: nzcomplaints@sgfleet.com
Call Us: You may lodge a complaint by calling us: 0800 SGFLEET (0800 743 533)
In writing: You can write to us directly as follows;
Attention: Customer Experience team
SG Fleet NZ Limited
PO Box 106320
Auckland City
Auckland 1143 New Zealand
LeasePlan New Zealand customers
Online: https://www.leaseplan.com/en-nz/contact/
Call Us: You may lodge a complaint by calling us: 0800 LEASEPLAN (0800 532 737)
In Writing: You can write to us directly as follows;
Attention : Customer Experience Team
LeasePlan New Zealand Ltd
Level 3, 632 Great South Road
Ellerslie
Auckland 1051
We aim to resolve your complaint at the first point of contact or as quickly as possible thereafter. If you are satisfied with our response, we will send you confirmation articulating the mutually agreed resolution and reasoning. At all times you are entitled to seek independent legal advice regarding your options.
In order to investigate your complaint, we may request the following:
If you call us to make a complaint, we will ask you to confirm that we have understood your complaint correctly. We will provide you with the contact information of the person who will assist you and a reference number for your complaint.
If your SG Fleet representative is unable to resolve your complaint, or you are dissatisfied with the response, it will be escalated internally for further review, in accordance with our Complaints Handling and Dispute Resolution Procedures.
We will consider the information you have provided to us, our actions in relation to your dealings with us, and any other information relevant to your complaint. In our investigation of your complaint, we may need to seek further clarification or information from you to assist in resolving your complaint.
We always aim to resolve complaints as quickly as reasonably possible, however, some complaints may take longer to resolve due to the complexity of the complaint. If we think your complaint is likely to take longer than 30days to resolve, we will advise you of this and explain why it is taking longer, what is happening, and when you can expect a response.
Once we have finalised your complaint, we will advise you of our findings, the reasons for those findings and any action we have taken or propose to take. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.
If you satisfied with the outcome, the following options may be available to you:
Our customer advocate
SG Fleet have an appointed Customer Advocate that maintains independence of operational teams that we can offer to you if you remain dissatisfied with the outcome or you believe SG Fleet did not provide you with a fair resolution to your complaint. The Customer Advocate will investigate your concerns and provide a final recommendation. SG Fleet will accept and abide by the final recommendation made by the Customer Advocate, who can be contacted by emailing customeradvocate@sgfleet.com.
Independent legal advice
At all times you are entitled to seek independent legal advice regarding your options, including any external dispute resolution or complaints mechanisms which may be applicable to your complaint.
Financial Services Complaints Limited (FSCL)
In the event we are unable to resolve your complaint you may lodge your complaint with FSCL. FSCL is independent, fair and free for consumers. They offer impartial and independent dispute resolution where we are unable to resolve complaints. Please note that before FSCL can investigate your complaint, FSCL requires you to have first provided SG Fleet with the opportunity to address the complaint.
If you would like further information about FSCL go to https://fscl.org.nz/
FSCL can be contacted on 0800 347 257.
Post:
Financial Services Complaints Limited
PO Box 5967
Wellington 6140
Email address: complaints@fscl.org.nz
Third party financial service providers
If your complaint relates to a product that is from a financial service provider company outside of the SG Fleet Group, you may lodge your complaint with that financial service provider. If your complaint is unable to be resolved, you may refer your complaint to the relevant independent dispute resolution service in which that financial service provider participates in.
SG Fleet is committed to assisting people who may have difficulties in lodging a complaint. If you require additional assistance, please ask for our Customer Experience team who will walk you through the process and advise you who your SG Fleet representative will be that will work to resolve your complaint. If you require an interpreter when speaking to our team you can use the New Zealand Relay phone interpreting service. Further information about interpreting services is available on their website.
Last updated: May 2022
