Kiwi Mortgages complaints process
How to make a complaint
Complaints help us improve.
We will listen carefully, investigate promptly, and keep you updated.
If you are not satisfied, there is a clear escalation path to an independent dispute resolution scheme.
How to make a complaint
- 1. Talk to your adviser first so we can try to put things right quickly.
- 2. If it is unresolved, contact our complaints officer Mark Miller at mark@theld.co.nz.
- 3. If you are still not satisfied, you can escalate to FSCL — Financial Services Complaints Limited.
- 4. You can also contact the Financial Markets Authority at any time.
What we’ll do
- Acknowledge your complaint within 2 working days.
- Investigate what happened and what needs to be put right.
- Respond within 20 working days.
- If unresolved, support your escalation to FSCL.
External Dispute Resolution
FSCL — Financial Services Complaints Limited is independent and free for clients.
Web: https://fscl.org.nz/
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Address: PO Box 5967, Wellington 6140, New Zealand
Financial Markets Authority
You can also contact the Financial Markets Authority at any time: https://www.fma.govt.nz/ or 0800 434 566.