We’re Here to Help
We aim to provide excellent service and treat all customers fairly. If something hasn’t gone the way you expected, we want to know about it. Your feedback helps us improve, and we are committed to resolving your complaint quickly and fairly.
What Is a Complaint?
A complaint is any expression of dissatisfaction about our products, services, staff, or your experience with us.
You are welcome to make a complaint yourself or have someone act on your behalf.
How to Make a Complaint
You can submit a complaint using any of the options below:
1. Online Complaint Form
Provide your name, contact details, the issue you are experiencing, and any supporting information.
2. Email Us
info@mortgageadvisors.co.nz
3. Call Us
0800 93 0000, 021 232 8686
If our team cannot resolve your concern immediately, we will record it as a formal complaint.
4. Visit Us
Address: Suite 2, The Loft, 391 Rosebank road, Avondale, Auckland 1026
You can speak with us and we will help record your complaint.
5. Write to Us
Address:
Rise Wealth Limited,
Suite 2, The Loft, 391 Rosebank road, Avondale, Auckland 1026
What Happens Next?
1. Acknowledgment
We will acknowledge your complaint within 2 working days.
2. Investigation
Management will review your complaint and may contact you for additional information.
3. Resolution
We aim to resolve all complaints within 10 working days.
If more time is needed (for complex matters), we will keep you informed.
4. Outcome
We will contact you with:
- the findings of our investigation,
- the decision made, and
- any actions we will take to address your concerns.
If You’re Not Satisfied
If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs.
FSCL’s service does not cost you anything and they will help resolve the complaint.
Our FSCL membership number is :9448
You can contact FSCL:
writing to: FSCL
PO Box 5967
WELLINGTON 6140
by calling 0800 347 257
by emailing complaints@fscl.org.nz
through FSCL’s website: www.fscl.org.nz