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Our complaints process

Procedure

We're committed to providing great customer service and support. If you feel we haven't got things right, please get in touch with us on 0800 003 011 or enquiries@moola.co.nz.

What happens next?

Once we've received your complaint, a company representative will be in touch to acknowledge receiving this within 3 business days. They'll then investigate all the relevant information. While we aim to resolve any complaints as quickly as we can, usually within 7 days, depending on the complaint, sometimes a longer time period may be required. If this is the case, we'll keep you informed regularly of our revised resolution period - which will be no longer than 15 business days.

Outcome of your complaint

Our representative will respond to your complaint with a summary of findings.