First, the important bit
Deleting your login and closing your Finley Account aren't the same thing.
- Deleting your login removes your access to the Finley app and your account on this website.
- Closing your Finley Account ends your credit. You can do that once everything's paid off; just ask us in writing.
And no, deleting your login doesn't make a balance disappear. We wish that's how it worked too.
How to ask
Finley is provided by Pioneer Finance Limited. To delete your login:
- In the app: Profile → Delete account → Contact support.
- By email: write to [email protected] from the email address you use with Finley, with the subject "Delete my account".
- By phone: call 0800 586 286.
We'll check it's really you first (we'd hate to delete the wrong person), then let you know once it's done.
What we delete
- Your Finley login, PIN and passkeys, so you can't sign in to the app or the website.
- Your app settings, notification preferences and device details.
- Usage and diagnostic data linked to you, where we're not required to keep it.
We'll also stop sending you marketing. No "we miss you" emails, promise.
What we have to keep
New Zealand law, including anti-money-laundering, tax and consumer credit rules, requires us to keep some records for up to 7 years after your account is closed. That includes:
- your details, such as your name, contact details and date of birth
- your application, including identity checks, income and bank information, and your loan documents
- your account history, including transactions, repayments, statements and any conversations with us.
We store these securely and only use them for things like meeting our legal obligations, handling disputes and collecting amounts owed. When the time's up, we delete them.
Deleting your login also doesn't change your credit report. Credit reporting agencies keep their own records under the Credit Reporting Privacy Code.
Still owe us money?
No judgement. Life happens. Your balance stays put until it's paid, and we'll keep sending your statements by email so you know where you stand. Get in touch and we'll help you pay it off or work out a plan that suits you.
For more on how we handle your information, read our Privacy Statement.