Got a question? We’re here to help

If you’ve got any queries or issues with your card, or your card has been lost or stolen, you can get in touch with us by phone, email, or mail. See below for all of our contact information.

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Manage your account online – it’s easy!

Did you know, that the answers to many of the most commonly asked questions can be found through the handy online self-service options shown below?

From activating your card, changing your details or paying your bill - managing your card online is easier than ever.

Lost or Stolen Cards

If you are concerned that your Q Mastercard has been lost, stolen or used fraudulently please call us immediately on 0800 119 100 from NZ or +64 9 580 7399 if you are overseas.

Call us

You can contact our New Zealand based call centre during the following times:

Monday
8:30am - 6:00pm

Tuesday
8:30am - 6:00pm

Wednesday
8:30am - 6:00pm

Thursday
8:30am - 9:00pm

Friday
8:30am - 9:00pm

Saturday
9:00am - 6:00pm

Sunday
9:00am - 6:00pm

New Zealand

0800 119 100

Overseas

+64 9 580 7399

Write to us

If you would prefer to contact us in writing, then please send your correspondence to the following address:

 

Columbus Financial Services Ltd – Dispute Resolution Team
Private Bag 94013
Auckland 2241

How we’ll manage your complaint

 

If you wish to lodge a complaint, please contact us by email to complaints@flexicards.co.nz or phone 0800 119 100 or +64 9 580 7399

 

We hope that you never have a reason to make a complaint to us, however, if you do, we aim to resolve all issues in a timely manner. All complaints are acknowledged within five working days and you will be kept informed of progress throughout the process. If our customer services team are unable to resolve the complaint, it will be referred to one of our team managers and then to the internal disputes resolution team - who are supervised by our Complaints Officer.

If we cannot resolve your complaint to your satisfaction, you may contact Financial Services Complaints Limited (FSCL), an external, independent scheme provider approved by the Minister for Consumer Affairs. You will not be charged for this service. Otherwise, you may lodge a formal complaint with the Financial Markets Authority (FMA).

FMA: Telephone: 0800 434 566 Address: Financial Markets Authority, PO Box 1179, Wellington 6140.

FSCL: Telephone: 0800 347 257 or 04 472 FSCL (04 472 3725) Email: complaints@fscl.org.nz Address: Financial Services Complaints Limited, PO Box 5967, Lambton Quay, Wellington 6145.