We Value Your Feedback
At The Mortgage Club, we are always looking for ways to improve our service to you. If something has gone wrong, we want to know. Your feedback helps us serve you better and maintain the high standards we set for ourselves.
We take all complaints seriously and are committed to resolving them fairly, promptly, and confidentially. Our goal is to turn every concern into an opportunity to strengthen our relationship with you.
Our Commitment to You
When handling your complaint, we promise to uphold these principles
Quick Response
We acknowledge every complaint within two working days so you know we're on it.
Fair Treatment
Every complaint is treated with complete impartiality and fairness.
Transparency
We keep you informed throughout the entire resolution process.
Confidentiality
Your complaint and personal information are handled with strict confidentiality.
How We Handle Your Complaint
Our straightforward process ensures your concerns are addressed efficiently
Submit Your Complaint
Send us an email explaining what has happened and how we can resolve matters. Please attach any documents or correspondence that will help us understand your complaint.
Acknowledgment
We will acknowledge receipt of your complaint and confirm we are looking into it. You'll receive a reference number for tracking.
Within 2 working daysInvestigation
We gather all relevant information, review the circumstances, and evaluate your complaint thoroughly to understand exactly what happened.
Communication
We may contact you for additional information or clarification during our investigation. We'll keep you updated on our progress.
Resolution
We provide you with our findings and proposed resolution. If applicable, we'll outline any corrective actions we're taking.
Within 20 working days
External Dispute Resolution
If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited (FSCL)- A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs. FSCL's role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).
Have a Question or Concern?
We're here to help. Don't hesitate to reach out – your satisfaction is our priority.
Contact Us
Have questions about your mortgage? We're here to help you every step of the way.
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67 Finch Street, Morningside
Auckland 1022, New Zealand
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