Consumer information

Consumer protection laws that apply to your loan, and what to do if
you can’t make your repayments or wish to make a complaint.

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Consumer protection

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What consumer protection laws cover my loan with MTF?

What happens if I have a concern or complaint?

If you have a concern or complaint about a product or service provided by MTF, you should in the first instance contact the person who sold the product or provided the service.

If you don't think a satisfactory outcome has been achieved, contact MTF Customer Support.

03 477 0530, info@mtf.co.nz, PO Box 885 Dunedin 9054.

To lodge a complaint please complete the form below:

If you're not satisfied with the response you receive from MTF, or if we're unable to resolve the matter, either party may refer the dispute to the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). The contact details for the IFSO are:

info@iombudsman.org.nz, 0800 888 202, PO Box 10-845 Wellington 6143

What happens if I can’t make my payments?

We are here to help, so call us on 03 477 0530 or email info@mtf.co.nz in the first instance.

If your circumstances have changed due to an unforeseen event, you may be able to request changes to your contract, on grounds of unforeseen hardship, under the Credit Contracts and Consumer Finance Act 2003.

Applications must specify the reasonable cause for your inability to meet your repayments (for example a reasonably unforeseeable event such as illness, injury, loss of employment, or end of a relationship).

An applicant may request changes to the terms of your contract, including:

  • Extending the term and reducing each repayment (without changes to the annual interest rate)
  • Postponing, or changing dates on which repayments are due (without changes to the annual interest rate)
  • Extending the term and postponing, during a specified period, the dates that repayments are due (without changing the annual interest rate)

Any requested changes must not be more extensive than necessary for you to meet your obligations and must be fair and reasonable to both MTF and yourself.

For further information on hardship provisions please click on the link below.
Hardship provisions

Once received MTF will contact you within 5 working days to discuss your circumstances.

You can request a hardship application form emailing us at info@mtf.co.nz or by completing the message below:

Have you spoken to an MTF financial adviser?

Motor Trade Finance Limited (MTF) is a Qualifying Financial Entity (QFE) under the provisions of the Financial Advisers Act 2008 (FAA).

As a QFE, MTF takes responsibility for the financial adviser services provided by its QFE advisers. MTF QFE advisers can be found throughout New Zealand at the local MTF offices, and at selected motor vehicle dealers. MTF QFE advisers can provide financial advice in relation to credit contracts and insurance.

Responsible lending

MTF is committed to responsible lending and, from 6 June 2015, has adopted the guidelines set out in the Responsible Lending Code.

Responsible borrowing

As a borrower, it’s important to make sure you know what you’re getting into. The NZ Federation of Family Budgeting Services (NZFFBS) has created the Code of Responsible Borrowing, which sets out the things you should do before and after entering a credit contract.

For more information and advice see the NZFFBS website.
Code of responsible borrowing