Our financial services are services that relate to aspects of how we hold or transfer your money or arrange payments on your behalf (such as via Ping). We aim to provide safe, efficient and accurate financial services as part of using Trade Me.
If you have concerns, queries or have experienced a service which didn't meet your expectations please let us know, and we will do our best to help you.
We're a member of an external dispute resolution service, which can deal with complaints about how our financial services are provided. However, before they will consider any complaints, we must first try to resolve it with you.
1. Contact us
In the first instance, our help pages are the best place to look. If that doesn't answer your question, feel free to get in touch with our Customer Service team:
- call us on 0900 87233. Available between 6am and midnight, seven days a week. Calls cost $1.99 + GST per minute.
- email us.
2. Contact our Financial Services Disputes Resolution Team
If you are not happy with how we have provided a financial service, please email our Financial Services Disputes Team.
It is important that your complaint is documented and that you provide us with accurate information regarding the details of the complaint so that we can try and resolve your issue.
We will acknowledge your complaint by return email and will work with you to try and agree how to resolve your complaint. Our complaint acknowledgment will give you more detail about the process that will follow.
We are required to keep a clear record of how we deal with your complaint. To do this, we intend to communicate with you about your complaint by email/in writing.
3. Lay a complaint with our Financial Disputes Resolution provider
If we have not been able to resolve your complaint, you can lodge it with Financial Dispute Resolution (FDR), an independent dispute resolution scheme. The FDR service is free of charge, but can only consider complaints regarding our provision of financial services, not issues about our pricing or general policies and practices.
The FDR can also only consider complaints about financial services provided to, or withheld from you, by Trade Me after 15 November 2011 which fall within the scope of the Financial Service Providers Registration and Dispute Resolution Act 2008.
FDR does not generally consider complaints relating to low-value transactions or from businesses or individuals with more than 19 fulltime employees or who are in the business of investing money or providing financial services themselves.