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Complaints Policy

Feedback, Complaints and Problems

We value all feedback — both positive and negative. While we love hearing when we’ve delivered great service, it’s just as important to hear about complaints so we can put things right.

Our goal is to meet (and ideally exceed) your expectations. However, we acknowledge that despite our best efforts to be accurate, honest, and fair, problems or complaints can occasionally occur.

If you believe we’ve let you down, please let us know. We are committed to resolving issues fairly by listening carefully and responding in a professional, timely, and respectful manner.

Our Complaints Process

If you have a problem, concern, or complaint about any part of our service, please contact Andre directly. He will do his best to resolve the matter.

How to lodge a complaint:

  • Phone: Call Andre and explain your concern
  • Email or letter: Write to us with details of your complaint and any supporting documents
  • Contact us: through the website
  • In person: Visit us to discuss your concern directly

What You Can Expect

  • If your concern cannot be resolved immediately, we will investigate and get back to you within 7 days.
  • For written complaints, we will call you within 48 hours of receiving your complaint.
  • Our aim is to resolve your complaint as quickly as possible, and no later than 15 business days after receiving all necessary information.
  • If we require more time, we will agree on a new timeframe with you and keep you updated at least every 3 days.

We may request relevant information to help us assess your complaint, and you will have access to the information we use in making our decision. If there are exceptional reasons why we cannot release some information, we will explain this in writing.

If Your Complaint Is Not Resolved

If your complaint cannot be resolved to your satisfaction, we will confirm in writing whether it can be referred to Financial Services Complaints Ltd (FSCL), our independent external disputes resolution scheme.

This service is free of charge and helps resolve disputes fairly.

FSCL contact details:

Our Commitment

We value every client and aim to build strong, long-term relationships. We believe the fair and prompt way we handle your complaint — and the outcome — will reflect that commitment.

Registration details:

  • Mortgage & Insurance NZ (FAP) — FSP733012
  • Andre-Paul Stokes — FSP68562
  • FSCL Member Number — 220