Important disclosure, privacy and complaints information: view it here.
Menu
You can download this important disclosure information here.
The following information provides you with an important overview of mortgagehq ltd, our duties to you, fees, and how we manage complaints.
mortgagehq limited, FSP463846, trading as mortgagehq holds a financial advice providers (FAP) license issued by the Financial Markets Authority.
mortgagehq provides advice to our clients about only their general home loan needs. mortgagehq has access to all New Zealand main banks, including a range of non-banking lenders to provide a unique solution for our clients. The banking institutions mortgagehq advisers have access to, are the following:
Generally speaking, mortgagehq does not charge for it’s advice. However, in certain situations where the client’s requirement may be more complex, mortgagehq may charge a fee for offering the financial advice. The exact fees we will charge will be confirmed before the advice is provided and the client can decide to proceed or not.
Mortgagehq may charge an application fee in certain circumstances. The exact fees we will charge will be confirmed before the advice is provided to give the client time to decide if they want to proceed. Mortgagehq may also charge a brokerage fee when dealing with non-bank lenders. The exact fees we will charge will be confirmed before applications are submitted.
mortgagehq has strong working relationships with New Zealand based lenders. These relationships allow us to provide competitive pricing and help us meet our expected service expectations to a high standard.
mortgagehq are paid in the form of commission from lenders through which we place business. The amount of the commission we receive depends on the loan amount of any loan, and lender. Typically we receive an upfront initial commission of between 0.45% to 0.85% of the total loan amount.
mortgagehq may also receive annual ongoing commission of between 0.125% and 0.2% for every year your outstanding loan balance that remains with the bank. We will provide more specific details of these commissions once we have talked to you and understand your needs/at the time our advice is given.
Our advisers receive a salary as an employee of mortgagehq. They are eligible to receive a bonus each quarter of a certain level of overall performance is achieved. The performance incentive accounts for (but not limited to) individual financial targets, quality of work, and team performance.
Mortgagehq believe in their recommendations provided to all clients and have an ongoing responsibility to ensure these client’s needs and lending requirements are managed to a high standard, and on an on-going basis. This means mortgagehq will receive an ongoing commission payment from the lender for this service.
To ensure that our financial advisers prioritise our clients interests above their own, we pay our advisers on a salary basis.
Mortgagehq policy is to only engage with clients where there is a clear material benefit to be gained for our clients, otherwise, we will refuse to engage. We do not want to waste your time if we do not think we can or should help.
Mortgagehq have clear ‘conflict of interest’ policies and procedures. Our financial advisers follow an advice process that ensures our recommendations are made on the basis of each client’s goals and circumstances. All our financial advisers undergo regular training about how to manage conflicts of interests. We undertake a compliance audit, and review of our compliance program annually, completed by an external compliance adviser.
If you are not fully satisfied with the service provided by an mortgagehq adviser, please contact your adviser, or mortgagehq directly. The managing director is available at andrew@mhq.co.nz
The mortgagehq complaints officer will acknowledge your complaint in writing within 8 business hours, and endeavour to resolve your complaint in a timely manner. You can find more about our complaints process online on the next tab, titled disputes and complaints.
Mortgagehq believe in helping our clients plan and organize their property/investment life cycle through understanding your position, situation and delivering bespoke advice to achieve these goals.
We are bound by duties outlined under the Financial Markets Conduct Act 2013, and must:
mortgagehq limited holds a financial advice provider licence issued by the Financial Markets Authority.
You can contact us at:
Phone: 0800 733 462
Email: andrew@mhq.co.nz
Post: PO BOX 54229, The Marina, Auckland 2144
You can download this important information about disputes and complaints here.
Further disclosure information regarding complaints is available to download here.
At mortgagehq, we are focused on providing excellent client service and quality advice. We only try to help when we can see that our solutions will put you in a better situation. Our business focus and key endeavour is to help clients plan and organize their property/investment and mortgage life cycles.
If you do not believe we have delivered on this promise, we would like to hear your comments.
Complaints are a valuable way to maintain and improve our standards.
If you have a complaint regarding our adviser’s service, explanations, product outcomes, or do not believe we have met the requirements outlined in our disclosure and/or Nature and Scope of our Advice; we would like to hear from you.
We prefer that you contact your adviser first. If you do not feel comfortable in doing this, or believe the complaint will not be resolved, you can contact mortgagehq’s compliance officer using the following methods. You should always feel comfortable contacting the managing director directly or by CC’ing him into correspondence with the adviser.
We handle complaints first, internally, with an open mind and discuss the complaints handling process in a transparent manner. We will endeavour to resolve your complaint to your satisfaction, within 5 business days. If we have not resolved your complaint within this timeframe, we will outline why, what action is underway and an understanding of the timeframe for resolution.
If you are unable to resolve your complaint with mortgagehq directly, you may refer it to Financial Services Complaints Limited (FSCL) of which mortgagehq is a member. FSCL is an approved independent dispute resolution scheme that handles complaints in the financial services industry, including financial advisers.
This service is FREE to customers.
Further information is available at www.fscl.org.nz, and is also able to be contacted by phoning them on 0800 347 257.
We value your trust and take the protection of your personal information very seriously. When you contact us, join or use any of our programmes, use any of our platforms, or deal with any of our team members, you share some of your personal information with us. So when you trust us with your personal information, we’re committed to keeping it safe.
This document outlines how we collect, hold, secure, use, and share your personal information. We encourage you to read it so that you are comfortable with what we do with your personal information.
If you have any questions regarding its contents, we invite you to contact our Privacy Officer, or via the Contact Us section below.
Mortgagehq (we, us, our) complies with the New Zealand Privacy Act 2020 (the Act) when dealing with personal information. Personal information is information about an identifiable individual (a natural person). This policy outlines how we will collect, use, disclose, and protect your personal information.
This policy does not limit or exclude your rights under the Act. If you wish to seek further information on the Act, contact our Privacy Officer by email at support@mhq.co.nz. Or visit privacy.org.nz for further information.
These Terms were last updated on 7 November 2024.
We may change this policy by uploading a revised policy onto the website. The change will apply from the date that we upload the revised policy.
Personal information is information about an identifiable individual. It includes (but is not limited to) name, address, contact details, date of birth, occupations, payment details, employment history and/or details, education and qualifications, financial information, testimonials and feedback, evidence of source of funds or source of wealth (in some cases) and other information.
We will use your personal information:
Mortgagehq operates closely with wealthhq and capitalhq in sharing the same Customer Relationship Management system to improve the quality and roundness of service it provides. This means all three companies have access to information stored by the others – though your data will not be used by the other organisations without your express consent.
We may also disclose your personal information to:
Except as described above, we will not disclose your personal information without your written or verbal consent, unless we are required to do so by applicable law.
We will take reasonable steps to keep your personal information safe from loss, unauthorised activity, or other misuse. Our software is subject to audits to ensure it is continuing to meet security requirements. All data handled in our software is encrypted in transit and during storage and can only be accessed over secure network connections.
We will only retain personal information as long as it is required for the purposes for which the information may lawfully be used. All data stored online is backed up and can be retrieved in case of data loss or corruption.
We operate predominantly with digital records. If physical records of information are provided to us these will be digitised and physical copies will be destroyed immediately.
Subject to certain grounds for refusal set out in the Act, you have the right to access the readily retrievable personal information we hold and request a correction to your personal information. Before you exercise this right, we will need evidence to confirm that you are the individual to whom the personal information relates.
As a financial services provider, we implement best practices e.g. ensuring your personal details are correct. If we are not able to make the correction, we will take reasonable steps to note your requested correction on your file.
If you want to exercise the above rights, email us at support@mhq.co.nz. Your email should provide evidence of who you are and set out the details of your request (e.g. the personal information or the correction that you are requesting).
Our Privacy Officer has processes and systems in place in the event of a data breach. If such an event occurs, we will promptly identify, report, and examine a personal data breach.
While we take reasonable steps to maintain secure internet connections, if you provide us with personal information over the internet, the provision of that information is at your own risk.
If you follow a link on our website to another site, the owner of that site will have its own privacy policy relating to your personal information. We suggest you review that site’s privacy policy before you provide personal information.
We use cookies (an alphanumeric identifier that we transfer to your computer’s hard drive so that we can recognise your browser) to monitor your use of the website. You may disable cookies by changing the settings on your browser, although this may mean you cannot use all our website features.
We may use information about your use of our websites and other IT systems to prevent unauthorised access or attacks on our software. We may utilise services from one or more third-party suppliers to monitor the use of our systems. These third-party suppliers will have access to monitoring and logging information and information processed on our websites and other IT systems.
Kiwi First Home Buyers Love us
