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Complaints Policy

Purpose
This Complaints Policy outlines how Simply Mortgages manages complaints to ensure all concerns are handled fairly, efficiently, and in accordance with the Financial Markets Conduct Act 2013 and the Code of Professional Conduct for Financial Advice Services.

Our Commitment
We are committed to resolving all complaints in a fair, respectful, and timely manner.We view complaints as an opportunity to improve our services and maintain trust with our clients.

How to Make a Complaint
If you are dissatisfied with any aspect of our service or advice, please contact us using the details below:Contact: SIMPLY MORTGAGES
OFFICE: Suite 5, 129 Great South Road, Papatoetoe, Auckland2025
PHONE: 0800119929
EMAIL: support@simplymortgages.co.nz   

Our Process

Acknowledgement
We will acknowledge your complaint within two (2) business days.

Investigation
Your complaint will be reviewed by an appropriate person who was not directly involved in the matter.

Response
We aim to provide a written outcome within ten (10) working days of receiving your complaint.

Escalation
If your complaint cannot be resolved within this time frame, we will keep you updated on progress and expected time frames.  

If You’re Not Satisfied
If we cannot resolve your complaint, or if you are not satisfied with the outcome,you may refer the matter to our external dispute resolution scheme, which provides a free and impartial service to clients.

Review and Improvement
All complaints will be recorded in our Complaints Register and reviewed regularly to identify any trends or areas for improvement.
   

AJS Wealth Limited – NZBN 9429052376405 | FSP1008444
DHS Financial Limited – NZBN 9429053424525 | FSP1011768
RAAM Financial Limited – NZBN 9429052834363 | FSP1010934

Simply Mortgages is a trading name used by the entities listed above. Each entityprovides regulated financial advice as an Authorised Body of Finsure New Zealand Limited (FSP1005389).