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Complaints & Dispute Resolution

We take every complaint seriously. This page explains how to raise a complaint with us, how our internal complaints process works, and how to access the Financial Dispute Resolution Service (FDRS) — a free, independent dispute resolution scheme — if you are not satisfied with our resolution.

1 · How to make a complaint

  • Email us at info@allsale.co.nz with the subject line “Complaint”.
  • Include your name, contact details, what happened, when it happened, and the outcome you are seeking.
  • Attach anything that helps us investigate — order numbers, receipts, screenshots or photos.
  • You can also raise a complaint through our website or app support, or in writing to our registered address.

2 · Our internal complaints process

  • Acknowledgement: we acknowledge your complaint within 2 business days of receiving it.
  • Investigation: a team member (independent of the original issue wherever possible) reviews your complaint, the account history and any supporting material.
  • Response: we aim to give you a full written response, including any proposed resolution, within 10 business days. If we need longer, we will tell you why and keep you updated.
  • Resolution: if we uphold your complaint we will put things right — for example a correction, refund, or other appropriate remedy.

3 · If you're not satisfied — free, independent dispute resolution

If you are not satisfied with the outcome of our internal complaints process, or we have not resolved your complaint within a reasonable time, you can refer your complaint to the Financial Dispute Resolution Service (FDRS). FDRS is a free, independent dispute resolution scheme approved to resolve disputes between consumers and financial service providers. We are a participant of FDRS, and its decisions can be binding on us.