Complaints Process
Team Gopal
Our Internal complaints process
If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem. Our internal complaints manager is who can be reached via email at gopalan@creativemortgages.co.nz or 021 666 490. Gopalan will reply to you within 2 working days.
Our external complaints process
If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme – Financial Services Complaints Limited. This service will cost you nothing and will help us resolve any disagreements.
You can contact FSCL at:
Address: PO Box 5967 Wellington
Telephone number: 0800 347 257
Email address: complaints@fsl.org.nz
Duties information
1. I am bound by the duties of the Financial Markets Conduct Act to:
2. Meet the standards of competence, knowledge and skill set out in the Code of Conduct
3. Give priority to the clients’ interest and Exercise care, diligence and skill and meet the standards of ethical behaviour, conduct,
and client care set out in the Code of Conduct.