At Bartercard, we’re committed to delivering excellent service and resolving issues fairly, transparently and promptly. If you have a concern, complaint, or dispute, we want to hear from you, and we’ll work with you to reach a satisfactory outcome.
If your complaint is with another Bartercard member, please contact them directly under their normal complaints procedure. We cannot assist in resolving inter-member disputes, as Bartercard is a third-party recordkeeper and not a party to the goods/services purchase contract between the Merchant and the Customer.
Bartercard follows the Financial Services Complaints Ltd (FSCL) guidelines, ensuring your complaint is handled independently, accessibly and free of charge to you.
How to Make a Complaint
We aim to resolve complaints informally and directly — that’s often the quickest way to find a solution.
Please get in touch to explain what has happened and how you would like to see the matter resolved. Please include the following information:
- Your name and contact details
- Your Bartercard account number
- A clear description of the issue
- Relevant dates and supporting documents.
Email: complaints@bartercard.co.nz
Phone: 0508 227 837
Mail: Bartercard New Zealand, PO Box 101563, North Shore, Auckland 0745
When we receive your complaint, we will:
- Acknowledge your complaint within two working days
- Gather and evaluate information about your complaint
- Respond to you within 20 working days. If we need more time, we’ll keep you informed and explain why.
Escalation & Unresolved Complaints
If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs. FSCL’s role is to investigate and fairly resolve complaints. Their service is free.
FSCL’s contact details are:
Website: https://www.fscl.org.nz
Email: info@fscl.org.nz
Phone: 0800 347 257
Mail: Financial Services Complaints Ltd, PO Box 5967, Wellington 6140
FSCL handles complaints about financial services and contractual disputes in accordance with the FSCL Scheme Rules. Making a complaint to FSCL won’t affect your legal rights.
Your Rights & Our Commitment
We are committed to:
- Being fair, impartial and transparent in our handling of complaints
- Responding promptly and keeping you informed
- Respecting your privacy and confidentiality
- Supporting your right to involve FSCL if needed.
You can choose how you’d like us to communicate with you—by phone, email, or mail.
Feedback Helps Us Improve
Whether your experience is positive or negative, your feedback helps us enhance our services. Please let us know how we can improve.
