Compliance

Yes, Mortgage Market holds a license issued by the Financial Markets Authority to provide financial advice.

The license holder is Andrew Perry and Chris Lawrence is authorised by that license to provide financial advice.

Andrew Perry’s financial service provider number is FSP494606

Chris Lawrence’s financial service provider number is FSP733971

Both Andrew and Chris are financial advisers under the new FMA financial advice regime which commenced in March 2021 under the Financial Services Legislation Amendment Act 2019 (FSLA) and were previously Registered Financial Advisers under the Financial Advisers Act 2008 which the FSLA replaced.

Generally, we do not charge clients fees, expenses or any other amount for the financial advice we provide. Our brokers get paid a commission by the banks or lender you choose when your mortgage is finalised or refixed and in some cases at the mortgage anniversary.

Exceptions:

• There may be certain situations where a fee will be incurred, such as working with a lender who does not pay us a commission. If this will apply to your situation, this will be disclosed to you in advance.
• The lender may require Mortgage Market to repay 100% of the commission if the loan is repaid within 14 months or repay up to 50% if the loan is repaid within 27 months.
• Mortgage Market does not currently pass on commission repayments to customers in most circumstances. However, we may require customers to repay commissions where a property has been sold or a loan refinanced by a customer within 27 months of settlement. Please let us know if this is a possibility upfront so we can discuss whether it’s best to work with us on a fee basis or we can refer you to a different lending channel instead.

We are bound by the duties of the Financial Markets Conduct Act to:

• Meet the standards of competence, knowledge and skill set out in the Code of Conduct.
• Give priority to the clients’ interests.
• To exercise care, diligence, and skill in regards to the advice we provide, and
• Meet the standards of ethical behaviour, conduct, and client care set out in the Code of Conduct.

We ensure that we prioritise your interests by following an advice process that considers your circumstances and goals. We research suitable products and providers to ensure our advice meets your needs. Our team receives annual training on how to manage any conflicts of interest and we record any conflicts in a register that we review and manage.

If you are not satisfied with our service you can make a complaint by:

• Contacting us directly
• Logging into the Trail client portal and pressing on the “Make a Complaint” button on the bottom right of the page, or
• Sending an email to complaints@mortgagemarket.co.nz

If we receive a complaint we follow an internal process to ensure we address the issue. 

We will:

• Acknowledge your complaint within 2 working days
• nform you how we will address the complaint
• Gather any information that will help us resolve the complaint
• Aim to resolve the complaint within 5 working days

If we cannot resolve the complaint within this timeframe, we will update you regarding the next steps.