Complaints Handling and Dispute Resolution
If you have a problem, concern, or complaint about any part of our service, please tell us so we can try to fix the problem. You may contact us using the contact details outlined on this website. Alternatively, you may contact our internal disputes service by emailing complaints@theld.co.nz.
When we receive a complaint, we will consider it following our internal complaints process below.
· 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 can’t, 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 agree on how to fix the issue or if you decide not to use the internal complaints scheme, you can contact Financial Services Complaints Limited (FSCL). This service will cost you nothing, and will provide an independent dispute resolution service to help us resolve any disagreements. You can contact FSCL by emailing info@fscl.org.nz, calling FSCL on 0800 347257 or 04 472 3725, or in writing to PO Box 5967, Lambton Quay, Wellington 6145.
Our Process
Initial Conversation
The initial conversation is where we get to know you. Who you are, what your goals are and how we can help. By the end of this meeting you should have a clear idea of what our plan is and how we are able to assist you.
Information Gathering
This is where we flesh out the details from our first conversation, you will complete a Fact Find and Statement of Position and provide all the supporting documentation necessary, we will compile this into a clear loan application.
Approach Lenders
We then submit this application to the bank on your behalf and work through any issues until we have an approval. If there are any conditions on this approval, we will work with you to have them satisfied so that you can purchase unconditionally.
Structure and Rates
This is where we negotiate interest rates on your behalf, then assist you in deciding how you will structure your lending. The correct loan structure can save you thousands of dollars over the life of the loan, so we take this meeting very seriously.
Ongoing Service
Our commitment to you does not end when your loan is settled. We will be here to look after your financial needs for the rest of your life. We will assist you when your interest rates need to be re-fixed, or if you have a change of circumstance.
