Complaints Handling and Dispute Resolution

If you have a complaint about our service you need to tell us about it. You can contact our internal complaints service by phoning us on or emailing us at office@mortgageconnect.co.nz with the heading ‘Complaint – (Your Name)’. Please set out the nature of your complaint, and the resolution you are seeking.

We will acknowledge receipt of this within 24 hours.

We will then record your complaint in our Complaints Register and notify our Licence Holder. We may want to meet with you to better understand your issues.

We will then investigate your complaint and provide a response to you within 7 working days of receiving your complaint. If we need more time to investigate your complaint, we’ll let you know.

If we cannot agree on a resolution you can refer your complaint to our external dispute resolution service.

This service is independent and will cost you nothing and will assist us to resolve things with you.

Details of this service are:
Financial Disputes Resolution at :-
Address: PO Box 5730, Wellington 6145
Telephone number: 0508 337 337
Email address: enquiries@fdr.org.nz

Our Duties

Anyone within our business giving advice is bound by and supports the duties set out in the Financial Markets Conduct Act 2013. These duties are: – Meet the standards of competence, knowledge, and skill and the standards of ethical behaviour, conduct, and client care set out in the Code of Professional Conduct for Financial Advice Providers. – Give priority to your interests. – Exercise care, diligence, and skill.