Call Us: 0800 800 590

Complaints

DO YOU HAVE A COMPLAINT?

If you have a complaint about our service you need to tell us about it. At the first instance please contact Mortgage Care’s Internal Disputes Service by phoning us on 09 837 7801 or emailing us at info@mortgagecare.co.nz with the heading ‘Complaint – (Your Name)’.  Alternatively fill out and submit the form below.

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, FSCL (Financial Services Complaints Ltd). This service is independent and will cost you nothing and will assist us to resolve things with you.

Details of this service are:

FINANCIAL SERVICES COMPLAINTS LIMITED

Phone: 0800 347 257

Email: complaints@fscl.org.nz

CLICK HERE to download or print a copy of our Complaints Process.

Get in touch

Talk to one of our friendly Financial Advisers about any mortgage finance situation, 7 days a week.

CallCall 0800-800-590