Important Information

We do not provide financial advice service related to:

a. Estate planning (such as Wills, Enduring Powers of Attorney, and trusts of any description); and

b. General Insurance products; and

c. Personal Risk Insurance products.

You will need to consult appropriate specialists if you would like advice on the products above.

Our Fee Structure – Simple & Transparent No Upfront Fees

When you take out a loan based on our advice, we typically don’t charge you directly. Instead, we receive a commission from the lender once your loan settles.

When Fees May Apply

We may charge a fee in these specific situations:

• If you refinance within 27 months after settlement
• If the lender doesn’t pay us a commission
• If you decide not to proceed after we’ve secured a pre-approval (for example, if you switch to another adviser or go directly to a bank)

• Our hourly rate is $250
• For cancelled  applications, we charge based on the time spent (example: $2,500 for 10 hours of work)
• If no commission is paid by the lender, we may charge up to 1-2% of your loan amount.

Any fees will be invoiced with payment instructions and are due within 7 days.

Conflicts of interest and commissions or other incentives

We will receive commission from the lenders who provide residential and personal loan products. If you decide to take out a residential or personal loan, then the lender will pay commission based on the amount of loan settled with that lender or lenders.

Our Adviser takes drawings from Our Adviser Ltd.

From time to time, various product providers (described previously) may also reward us for the overall business provided to them. They may give tickets to sports events, hampers, or other incentives. To ensure that our financial advisers prioritise the client’s interests above their own, we follow an advice process that ensures our recommendations are made based on the client’s personal goals and circumstances. All our financial advisers undergo annual professional development refresher training about how to manage conflicts of interest. We maintain registers of conflicts of interests, and the gifts and incentives received.

Complaints handling and dispute resolution

We take all complaints seriously and work to resolve them as quickly as possible. If you are unhappy with our financial advice service, and wish to make a complaint, please contact your financial adviser so he or she can try to put things right.

If you do not feel comfortable discussing your concerns with your adviser, you can:

Our internal complaints process

Our internal complaints manager is Aimee Trott, who can be reached via email at [email protected]. They will reply to you within 2 working days.

Our internal complaints handling process is as follows:

1. To lodge a complaint, please email your complaint to our internal complaints manager: [email protected]
2. We will reply to you within 2 business days.
3. We will aim to resolve your complaint within 14 working days.

We aim to resolve your complaint within 40 days of its receipt and advise you, in writing, our proposed resolution to your complaint. 

If we cannot resolve your complaint within 40 days of receipt (or any additional time you have given us thereafter, at our request) you can contact the Financial Services Complaints Ltd (FSCL).

FSCL provides an independent external dispute resolution service to consumers with complaints about their financial service providers. This service will cost you nothing and will help us to investigate or resolve your complaint if it is not resolved to your satisfaction using our internal complaints process.

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme – FSCL. This service will cost you nothing and will help us resolve any complaints.

You can contact FSCL at:
Address: PO Box 5967 Wellington 6140
Phone number: 0800 347 257

Email address: [email protected]

Duties

We, Our Adviser and our financial advisers are bound by the following duties under the Financial Markets Conduct Act 2013 to:

• meet the standards of competence, knowledge, and skill set out in the Code of Professional Conduct for Financial Advice Services (Code of Conduct), which form part of the wider regulatory regime for financial advice and ensure we have the expertise necessary to provide you with advice; and
• give priority to your interests by taking all reasonable steps to ensure that the advice given to you is not materially influenced by our own interests or the interests of any other person connected with the giving of advice; and
• exercise care, diligence, and skill that a prudent person engaged in the occupation of giving related financial advice would in the same circumstances; and
• meet the standards of ethical behaviour, conduct, and client care set out in the Code of Conduct, to treat you as we should and to provide you with suitable advice.