Compliments or Complaints
Mortgage Ladies and Co believes it is essential for our clients to be able to use mortgage advisers who are completely competent in the advice that is given. Mortgage Ladies and Co has in place formal procedures to deal with compliments, complaints, or disputes arising from that advice.
You can lodge compliments or complaints by telephoning, emailing, or writing to:
Chanelle Cortland
Mortgage Ladies and Co
77 Matija Place, Red Beach, Orewa, Auckland
p: 0800 684 539
m: 021 061 0013
e: enquiries@mortgageladies.co.nz
When Mortgage Ladies and Co receives a complaint, we will attempt to resolve it promptly. We in the first instance ask the adviser involved to attempt to resolve any concerns directly with the client, this sometimes is not possible, and, in these instances, the company will endeavour to act as an intermediary to look for solutions.
If we cannot reach an agreement on your complaint, you may refer your complaint to the advisers’ External Dispute resolution Scheme as detailed in their Disclosure Statement.
Mortgage Ladies and Co is also a member of an external Disputes provider:
Financial Services Complaints Limited
Level 4, Sybase House, 101 Lambton Quay
Wellington 6011
Telephone: 0800 347 257 (freephone if within New Zealand) or +64 4 472 3725 (if calling outside New Zealand)
Postal: P O Box 5967, Wellington 6140
Email: complaints@fscl.org.nz
Website: http://www.fscl.org.nz/
The External Dispute Resolution Scheme is a statutory requirement for us to have and is a free service established to provide you with an independent mechanism to resolve specific complaints.
We value you raising your feedback with us and hope to use these as part of our continuous improvement and education plans.
Managing Director