Frequently Asked Questions

How does a mortgage broker work?

We shop the banks for you ourselves and search out the best home loan solution for your particular circumstances. We are passionate that we give you an “unbiased” and informed choice when it comes to recommending a bank/lender to you.

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What are your fees?

Unless specifically negotiated in advance the financial advice that Rule Financial Services provides to our clients for a mortgage is always free. The lender pays our fee so you have nothing to lose and everything to gain by asking us to organise your home loan for you.

Other questions? Feel free to contact us

What is your Privacy Statement ?

 

Rule Financial Services Limited – Privacy Statement 

We collect personal information from you, including information about your:

name

contact information

 

We collect your personal information in order to:

  • Arrange mortgage finance

 

Besides our staff, we share this information with:

  • Lenders in order to secure you mortgage finance .

 

Providing some information is optional. If you choose not to enter your personal & financial information, we’ll be unable to secure you mortgage finance from a lender.

 

We keep your information safe by using a secure onsite CRM system and not sharing this information with any third parties without your express permission.

 

We keep your information for a maximum of seven years at which point we securely destroy it by securely erasing all digital records.

 

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at simon@rulefinancialservices.co.nz, or 021 432 552, or Unit 2/42B James Cook Drive, Whitby, Porirua 5024.

What is your internal process for resolving customer complaints?

Rule Financial Services Limited - Complaints Handling & Dispute Resolution

If you are not satisfied with our financial advice service you can make a complaint by emailing simon@rulefinancialservices.co.nz, or by calling 021 432 552. You can also write to us at Unit 2/42B James Cook Drive, Whitby, Porirua 5024.

When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

  • We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.

  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

 

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact The Insurance & Financial Services Ombudsman Scheme.

 

The Insurance & Financial Services Ombudsman Scheme provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven’t been able to resolve your complaint to your satisfaction.

You can contact The Insurance & Financial Services Ombudsman Scheme by emailing info@ifso.nz,  or by calling 0800 888 202. You can also write to them at the office of The Insurance & Financial Services Ombudsman Scheme PO Box 10-845, Wellington 6143.