Important Disclosures
Licensing Information
Charter Home Loans Limited (FSP775022, trading as Charter Home Loans) is a Financial Advice Provider (FAP) licensed and regulated by the Financial Markets Authority to provide financial advice.
Nature and Scope of the Advice
We only provide financial advice about mortgages provided by the following product providers: ANZ, ASB, Avanti Finance, Bank of China, Basecorp Finance, Bluestone, BNZ, The Cooperative Bank, First Mortgage Trust, Kiwibank, Liberty Financial, Pepper Money, Resimac, SBS Bank, Southern Cross Partners, Westpac.
Fees or Expenses
Usually, Charter Home Loans and our advisers (we) do not charge clients a fee for financial advice provided to clients. This is because we are paid in the form of commission. We receive a commission from the banks and lenders through which we place business. We may charge a client a fee in the below circumstances:
1. Where commission is repayable to the lender (‘clawed back’)
2. For specialist and non-bank loans
We will provide more specific details of these commissions once we have talked to you and understand your needs and/or at the time our advice is given.
Conflicts of Interest and Incentives
Charter Home Loans and our advisers are paid in the form of commission from the banks and lenders through which we place business. We will provide more specific details of these commissions once we have talked to you and understand your needs and/or at the time our advice is given.
To ensure our advisers prioritise our clients’ interests:
We follow an advice process that ensures our recommendations are made appropriately, based on clients’ goals and circumstances.
All our advisers undergo annual training about how to manage conflicts of interest.
We maintain registers of conflicts of interests and the gifts and incentives we receive. These registers are monitored regularly, and additional training is provided as required.
Complaints handling and dispute resolution
If you are not satisfied with our service or financial advice, please tell us as soon as possible.
Call: Scott Menzies 027 637 5001
Email: scott@charterhomeloans.co.nz
Write to: 114 Cashmere Avenue, Khandallah, Wellington 6035
When we receive a complaint:
We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.
We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint.
We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.
If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external disputes resolution scheme, Financial Services Complaints Limited. Financial Services Complaints Limited provides a free and independent dispute resolution service that may help to resolve your complaint if we haven’t been able to do so to your satisfaction.
To contact Financial Services Complaints Limited:
Call: 0800 347 257
Email: info@fscl.org.nz
Write to: PO Box 5967, Lambton Quay, Wellington 6145
Duties Information
Charter Home Loans and our advisers have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice.
We are required to:
give priority to your interests
exercise care, diligence, and skill
meet standards of competence, knowledge and skill set by the Code of Professional Conduct forFinancial Advice Services
meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services
Contact Details
Charter Home Loans Limited (FSP775022, trading as Charter Home Loans) is a Financial Advice Provider.
Call: Sharon Cody 021 242 9784 or Scott Menzies 027 637 5001
Email: sharon@charterhomeloans.co.nz or scott@charterhomeloans.co.nz
Write to: 114 Cashmere Avenue, Khandallah, Wellington
A written copy of this information is available upon request.