Complaints & Disputes Resolution
If you are not satisfied with the service you have received from Star Mortgage please contact us. We have an internal complaints process and undertake to investigate your concerns promptly and fairly.
Please contact your adviser directly in the first instance and you may contact us to make a complaint by telephone or in writing and preferably by email at info@smi.co.nz
The complaint process involves a comprehensive investigation of the matters you’ve raised. In the first instance, we will address your concerns directly with the Adviser involved.
We aim to respond within 10 working days from the date of receipt. If, for any reason, we are unable to meet this timeframe, we will notify you within the 10-day period to advise that more time is required to consider your complaint. We will also provide an estimated timeframe for our response.
If, after our process is complete, you feel that your complaint has not been resolved to your satisfaction, you have the option to escalate your concerns to an independent dispute resolution service. You may contact Financial Services Complaints Limited (FSCL). This is a free service available to you. Their contact details are as follows:
Financial Services Complaints Limited
Level 4, 101 Lambton Quay, Wellington 6011
0800 347 257
complaints@fscl.org.nz
https://www.fscl.org.nz
You must bring your complaint to FSCL within 3 months of receiving our decision letter, if you do not raise the complaint with FSCL within 3 months of the decision letter, FSCL will not be able to investigate your complaint.
You also have the right to address your complaint to the Financial Markets Authority (FMA). Details of the FMA complaints process are available on the FMA website (https://www.fma.govt.nz). The FMA can also be contacted at: Level 2, 1 Grey Street, PO Box 1179, Wellington 6140 or by phone 04 472 9830