Our Complaints Process
We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.
Please send an email to snz-finance@scania.com and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to your email.
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 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 (it does not cost you anything).
FSCL’s contact details are:
- fscl.org.nz
- 0800 347 257
- complaints@fscl.org.nz
- FSCL, PO Box 5967, Wellington 6140.
- Exec Management
- Sales
- Finance
- Retail
- Driver Services
Victor Carvalho
Managing Director
Victor Carvalho
Managing Director
Facts
Scania Financial Services is the owner of the vehicle. You pay for the use of it with a fixed lease amount paid per month, returning the vehicle when the contract expires. An operating lease is often combined with a service contract. You take responsibility for maintenance, taxes, and insurance during the lease period.
Benefits
No residual value risk
Predictable cash flow and cash flow benefits due to fixed monthly cost
Monthly payment paid out of operating income and offset against taxable profits
Off-balance sheet financing
Other Scania services can be integrated
Facts
Under a Scania Hire Purchase you pay monthly fixed payments over a period that suits you, with GST in month 3 or 4 and repaying the cost with interest. The vehicle is yours once all payments are made.
Benefits
Tax depreciation on customer's own books
Trade-in value – you can profit from careful maintenance and use
You only pay interest on the outstanding value
Other Scania services can be integrated