Do you have a complaint or problem?

We aim to provide you with the highest quality service and support.  But if you do have a complaint or encounter a problem, please let us know as soon as you can.  Our complaints process outlined below aims to address your concerns.

Step 1 – Let’s sort it out

The first step is to address your complaint with your adviser to make sure they are aware of your concerns. It would also help us learn from our mistakes if you could lodge your complaint by clicking the button below. This will start the official process.  In most cases, we will endeavour to contact you within 24-48 hours.

Step 2 – Review

If your complaint is not resolved by Step 1, you can call or email the General Manager – Jarrod Kirkland by clicking here.  Jarrod will detail your concerns and strive to address them as easily as possible.  You should know the steps we are taking to address your concerns within 48 hours of starting Step 2.

Step 3 – We are a Participant of Financial Services Complaints Limited (FSCL).

If your complaint cannot be resolved by Step 2, we encourage you to refer your complaint to Financial Services Complaints Limited. This is a free, independent dispute resolution scheme.

Post: Financial Services Complaints Ltd (FSCL), PO Box 5967, Wellington 6011
Freephone: 0800 347 257
Phone: 04 472 3725
Email: complaints@fscl.org.nz

Any complaint unresolved through our internal complaint handling process will be referred to FSCL. Mortgage Lab and our Financial Advisers are members of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs. There is no cost to you to use their services.