SMARTMORTGAGES.CO.NZ LIMITED

Generally, we do not charge you a fee for our services. This is because we are usually remunerated by way of commission by the providers of the loan products we recommend. However, there are some situations where fees may apply.

• On occasion, some providers may not pay a commission. In this situation, we may charge a fee. The fee payable will be a fair reflection of the time required to obtain a loan approval for you. This fee can be added to your loan amount and will be paid to us at the time your loan is advanced.
• Where we have obtained an approval from a lender who does pay commission, but you decide not to proceed with the loan, we may charge you a fee based on a fair reflection of the time required to obtain a loan approval for you.
• Should you proceed with a loan implementation after advice from your adviser and then repay or refinance your loan within 28 months of your loan being advanced, without giving your adviser the opportunity to assist you with a refinance, we may charge you a fee for the time spent to get the initial loan approved and implemented.

Any fees relating to advice that may apply will be discussed and agreed with you prior to obtaining loan approval. Where a fee is charged, you will be issued with an invoice. This will be payable within 14 days or as otherwise agreed to with your adviser.

For mortgages and lending, we receive commissions from some of the lenders we can provide recommendations for. If you proceed to implement lending with the lender recommended to you, the lender will pay a commission to your financial adviser. The amount of the commission is based on the amount of
the lending and will vary depending on the lending provider; specific remuneration will be advised to you when advice is provided.

From time to time, product providers may also reward us for the overall business we provide to them. They may give us 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 personalised recommendations are made on the basis of the client’s goals and circumstances, as advised to us. We complete regular training, including how to manage conflicts of interest. Each adviser has a regular compliance review of their advice process

If you are not satisfied with our financial advice service, you can make a complaint by emailing Welcome@smartmortgages.co.nz, or by calling 022 398 5140.

When we receive a complaint, we will consider it using our internal complaints process:

• We will consider your complaint and let you know how we intend
to resolve it. We may need to contact you to get further
information about your complaint.
• We aim to resolve complaints within 10 working days of receiving
them. If we cannot, we will contact you within that time to let you
know we need more time to consider your complaint.
• We will contact you by phone or email to let you know whether we
can resolve your complaint and how we propose to do so.

If we cannot resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact Financial Disputes Resolution Scheme (FDRS).

FDRS provides a free, independent dispute resolution service that may help investigate or resolve your complaint if we have not been able to resolve your complaint to your satisfaction.
You can contact FDRS by phone on 0508 337337, or by emailing enquiries@fdrs.org.nz.