Complaints Policy

 Procedure

The MoneyGram Money Transfer service is provided by NZForex Limited (CN: 2514293) (“NZForex”). Any reference on this page to "we", "us", or "our" is a reference to NZForex.  Any complaint or dispute between us must be dealt with in accordance with the following dispute resolution procedure. If the complaint or dispute cannot be resolved internally by us in accordance with the internal complaints handling procedure set out below, you may refer the matter to the approved dispute resolution scheme of which we are a member for the purposes of the Financial Service Providers (Registration and Dispute Resolution) Act 2008. Please note: If your complaint relates to a MoneyGram branch agent, please submit your complaint directly to MoneyGram International here

Internal Complaints Handling Procedure

1. Should you have reason to complain, then it is important that you first advise your usual contact in our office. If they are not available, any of our dealers or back-office staff will be pleased to help, so please ask to speak to any of our representatives.

2. If your complaint is not quickly resolved to your satisfaction, you will be advised to refer the matter to our Compliance Manager, in writing, in order for them to conduct their own investigation compliance@money.moneygram.co.nz. They will investigate the matter fully and provide you with a written response.

3. We are committed to resolving complaints through our internal complaints procedure.

Please contact the Client Support Services Department on 0800 161 838 for more information on how complaints are handled by NZForex internally.

Dispute Resolution Scheme

If you are unhappy with the decision of our Complaints Manager or the dispute cannot be resolved under our internal complaints handling procedure, you may then formally submit the dispute to the approved dispute resolution scheme of which we are a member for the purposes of the Financial Service Providers (Registration and Dispute Resolution) Act 2008 for determination in accordance with the rules of that scheme. Their contact details are:

Financial Services Complaints Limited,
13th Floor, 45 Johnston Street,
Wellington
Email: info@fscl.org.nz
Telephone: (Call Free) 0800 347257

Our Right to Recover Debts

The above internal and external dispute resolution procedures do not apply to money that you may owe us. We may take immediate action to recover any debts payable to us in court.

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Disclaimer

IMPORTANT: The MoneyGram Money Transfer service is provided by NZForex Limited (CN: 2514293). NZForex is registered as a financial service provider under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.
The information on this website does not take into account the investment objectives, financial situation or needs of any particular person. NZForex makes no recommendations as to the merits of any financial product referred to in this website.

Please read our Product Information document for a detailed explanation of the services we provide.