Disclosure Statement

We, through our advisers, provide financial advice service about residential and personal loan products only from the following providers (also known as lenders): 

• ANZ Bank New Zealand Limited            
• AIA Services New Zealand Limited 
• ASAP Finance Limited 
• ASB Bank Limited                 
• Avanti Finance Limited         
• Bank of China (New Zealand ) Limited 
• Bank of New Zealand 
• Basecorp Finance Limited
• China Construction Bank (NewZealand)Limited 
• Credit Union Baywide 
• Cressida Capital One Limited 
• DBR Limited 
• FICO Finance Limited 
• First Mortgage Managers Limited 
• Funding Partners Limited 
• General Finance Limited 
• Gold Band Finance Limited 
• Heartland Bank Limited 
• Industrial and Commercial 
• Kiwibank Limited
• Liberty Financial Limited 
• Metro Finance Limited 
• Midlands Fund Management Limited 
• Oxford Finance Limited 
• Pepper Money
• Pioneer Finance Limited 
• Plus Finance Limited 
• Southern Cross Finance Limited 
• Southland Building Society 
• The Co-operative Bank Limited 
• TSB Bank Limited 
• Wroxton Finance Limited 

We, through our advisers, provide financial advice service about personal risk insurance products (e.g., life insurance, income protection insurance, mortgage protection insurance, total and permanent disability insurance, trauma or critical health insurance, and medical or health insurance) 

Only from the following providers:

• AIA Services New Zealand Limited 
• Fidelity Life Assurance Company Limited 
• Asteron Life Limited                  
• Nib NZ Limited 
• Chubb Life Insurance New Zealand Limited          
• Southern Cross Medical Care Society 

We provide financial advice on Mortgage Products and Consumer Credit Contracts alongside personal risk insurance products.

Address:           Level 1, office C, 111 Johnsonville

                            Road, Johnsonville, Wellington,

                            6037, New Zealand 

Telephone:        020 4077 1518

Email:                 bella.wu@elefinance.co.nz

We engage financial advisers to provide financial advice on the following financial products:

• Residential and personal loan products  
• Personal risk insurance products 

We do not provide financial advice services related to:

• Investment products (e.g., shares, bonds, managed funds, etc.)  
• KiwiSaver products
• Estate planning (such as Wills, Enduring Powers of Attorney, and trusts of any description)
• General Insurance products

You must consult appropriate specialists for advice on the products above.

We and Astute will receive commission from the insurance companies that provide personal risk insurance products. If you decide to take out an individual risk insurance policy, the insurance company will pay a commission based on your premium. 

Our adviser takes drawings from Elephant Financial Service Limited. 

From time to time, various product providers (described previously) may also reward us and/or Astute for the overall business provided to them. They may give tickets to sports events, hampers, or other incentives. To ensure that our financial advisers prioritise the client’s interests above their own, we follow an advice process that ensures our recommendations are based on the client’s personal goals and circumstances. All our financial advisers undergo annual professional development refresher training about managing conflicts of interest. We maintain registers of conflicts of interest and the gifts and incentives received. 

We take all complaints seriously and work to resolve them as quickly as possible. 

If you are unhappy with our financial advice service and wish to make a complaint, don't hesitate to contact your financial adviser so he or she can try to put things right. 

If you do not feel comfortable discussing your concerns with your adviser, you can: 

• Call Mortgage Express Head Office on weekdays on 0800 226226 between 8:30 am - 5 pm.
• Email complaints@mx.co.nz   
• Write to Mortgage Express Head Office, PO Box 9268, Newmarket, Auckland 1023.

How your Complaint will be handled 

We will deal with your complaint using our internal complaints-handling process:

• We will investigate your complaint by analysing the information you provided us. 
• We may contact you to get additional information about your complaint. 

We aim to resolve your complaint within 40 days of receipt and will advise you of our proposed resolution in writing.  

If we cannot resolve your complaint within 40 days of receipt (or any additional time you have given us after that, at our request), you can contact the Financial Services Complaints Ltd (FSCL).  

FSCL provides an independent external dispute resolution service to consumers who complain about their financial service providers. This service costs nothing and will help us investigate or resolve your complaint if it is not resolved to your satisfaction using our internal complaints process. 

You can contact the FSCL Scheme at: 

• Complaints@fscl.org.nz 
• Www.fscl.org.nz 
• 0800 347 257 or +64 4 4723725 
• Level 4, 101 Lambton Quay, Wellington 6011                     
• P O Box 5967, Wellington 6140

We, Astute and our financial advisers are bound by the following duties under the Financial Markets Conduct Act 2013 to: 

• meet the standards of competence, knowledge, and skill set out in the Code of Professional Conduct for Financial Advice Services (Code of Conduct), which form part of the wider regulatory regime for financial advice and ensure we have the expertise necessary to provide you with advice; and 
• give priority to your interests by taking all reasonable steps to ensure that the advice given to you is not materially influenced by our own interests or the interests of any other person connected with the giving of advice; and 
•  exercise care, diligence, and skill that a prudent person engaged in the occupation of giving related financial advice would in the same circumstances; and 
• meet the standards of ethical behaviour, conduct, and client care set out in the Code of Conduct, to treat you as we should and to provide you with suitable advice.