Complaints and feedback

If you have a problem, concern, or complaint about any part of our service or advice, please contact the director at info@moosemortgages.co.nz, or write to 4 Whetu Place, Rosedale, Auckland 0632.

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 5 business days. We may contact you to get further information about your complaint.
• We aim to resolve complaints within 15 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, FDRS. FDRS provides an independent dispute resolution service that may help to resolve your complaint if we haven’t been able to do so to your satisfaction. Complaints should be raised with the FDRS within 3 months of receiving your decision letter from us.

To contact FDRS:

Call: 0508 337 337
Email: enquiries@fdrs.org.nz
Write to: PO Box 2272, Wellington 6140