Feedback and complaints

We want to know when something's not right. Whether it's a question about a fee, something about our service that didn't work, or just an idea for how we could improve, your feedback helps us fix things faster and look after everyone better.

Tell us directly

The fastest way to get something sorted is to email us at complaints@beze.co.nz. Most things can be sorted in a few emails, and we genuinely want to know when we've fallen short.

If you already use Beze through your employer, you can also raise a concern from inside the app under Questions & complaints.

If you need this information in a different format or language, or you'd rather talk to a person than write, email us and we'll arrange that.

To help us help you quickly, include:

  • Your name and the email address on your Beze account
  • What happened, in your own words
  • Any dates, amounts or screenshots that'd help us understand
  • What outcome you're hoping for

What happens next

  • We'll acknowledge your message within 2 working days
  • A real person looks into it. We may come back to you with questions or for more detail
  • We aim to resolve things within 20 working days. Under New Zealand law we have up to 2 months to provide a final decision. If we're going to take longer than 20 working days we'll tell you why and keep you updated

How we handle the information in your complaint is covered by our Privacy Policy.

If we can't sort it together

You have a right to take your complaint to XXX, our independent Dispute Resolution Scheme, at no cost to you. Their decisions are independent of Beze.

You can escalate to the scheme:

  • Once 2 months have passed since you first contacted us, even if we're still working on it. This is your right under New Zealand law.
  • Sooner, if we both agree we've reached a deadlock and can't resolve things between us.

We'd genuinely prefer to fix things directly with you first (it's usually faster for everyone), but the option is always there.

Anonymous complaints

You can raise a concern anonymously. We'll investigate, but we won't be able to come back to you with an outcome or apply a personal remedy (like a refund) without knowing who you are.

Other ways to raise concerns

Depending on what your concern is about, you can also contact:

  • Privacy issues: Office of the Privacy Commissioner at privacy.org.nz
  • Financial conduct concerns: Financial Markets Authority at fma.govt.nz
  • Consumer issues: Commerce Commission at comcom.govt.nz

About Beze

Beze is a Registered Financial Service Provider (FSP XXX-XXX) and a member of XXX, an approved Dispute Resolution Scheme under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

Last updated: set on publish