If something goes wrong
Complaints & disputes
In summary
This page explains how to raise a complaint about MyMortgageNZ and what happens next. It sets out how quickly we acknowledge and aim to resolve concerns, and where you can take a matter further if you are not satisfied.
We want to know if you are unhappy with anything we have done. Telling us gives us the chance to put it right, and it costs you nothing to escalate further if we cannot.
Step 1 — Tell us
Contact Riverhorse Technologies Limited, trading as MyMortgageNZ, by email at hello@mymortgagenz.co.nz or in writing to 142 Hurstmere Road, Takapuna, Auckland, New Zealand. Please include your name, how to reach you, what happened and what outcome you are looking for.
Step 2 — What we will do
We will acknowledge your complaint within 2 working days, tell you who is handling it, and ask for anything further we need. We aim to give you our decision in writing within 20 working days. If it will take longer, we will tell you why and keep you updated.
Step 3 — Independent dispute resolution
If we cannot resolve your complaint, or you are not satisfied with our decision, you can refer it to our independent dispute resolution scheme: Dispute resolution scheme membership to be confirmed. The scheme is free for you to use and its decisions are independent of us.
Registered disclosure details (FSP number, registered address and dispute resolution scheme) are being confirmed and will be shown here in full before this site is submitted for financial services review.
Complaints about an adviser or lender
If your complaint is about advice given by an adviser we introduced you to, or about a lender, that business has its own complaints process and dispute resolution scheme. Tell us anyway and we will point you to the right place.