At Loanie, we strive to provide an exceptional service experience. If you feel we have fallen short of your expectations, please let us know. We approach every concern with honesty and are committed to resolving issues promptly.
1. Licensing Information
Loanie (loanie.co.nz) is a digital mortgage portal managed and powered by Plaxo Mortgages Limited (FSP769518).
Plaxo Mortgages Limited is an Authorised Body under the Financial Advice Provider (FAP) license of Finsure New Zealand Limited (FSP1005389). We are regulated by the Financial Markets Authority (FMA).
2. Our Complaints Process
If you are dissatisfied with our service or the financial advice you have received, you can contact us directly through the following channels:
- Complaints Manager: York Zhang
- Phone: 09 916 0116
- Email: [email protected]
- Address: Level 1, 638 Great South Road, Greenlane, Auckland
Our Response Commitment:
- Immediate Resolution: We aim to resolve complaints as soon as they are received whenever possible.
- 2 Business Days: If we cannot resolve it immediately, we will acknowledge your complaint within 2 business days and may contact you for further details.
- 10 Business Days: Our goal is to provide a formal resolution within 10 business days. If the matter is complex and requires more time, we will keep you informed of our progress.
- Transparent Communication: We will discuss the outcome with you via phone, email, or letter.
3. External Dispute Resolution
If you are not satisfied with our internal resolution, or if you prefer to seek an independent review, you can contact Financial Services Complaints Limited (FSCL). This is a free and independent dispute resolution scheme designed to protect your interests.
FSCL Contact Details:
- Website: www.fscl.org.nz
- Phone: 0800 347 257
- Email: [email protected]
- Postal Address: PO BOX 5967, Wellington 6140
Our Professional Duties
Under the Financial Markets Conduct Act 2013, the Plaxo team and our advisors are legally required to:
- Prioritise Your Interests: Always put your best interests first.
- Professional Standards: Exercise care, diligence, and skill in every interaction.
- Code of Conduct: Meet the standards of ethical behaviour, competence, knowledge, and client care set by the Code of Professional Conduct for Financial Advice Services.
Loanie: Powered by Plaxo Mortgages. Bringing professional certainty to your journey.