Disclosures & Complaints
Company Disclosure Statement
Financial Advice Provider
Essence Mortgage is a Licensed Financial Advice Provider issued by the Financial Markets Authority (FMA) to provide financial advice services.
Financial Services Provider Number: FSP1007645
Our Contact Details
- Phone: +64 21 1628 168
- Email: admin@esmortgage.co.nz
- Website: www.esmortgage.co.nz
Nature and Scope of Financial Advice Service
We provide, through our Financial Advisers, financial advice to our clients about:
- Residential Home Loans
- Commercial Loans
- Construction Loans
- Development Loans
- Asset Finance
- Business Loans
Our Financial Advisers only provide financial advice about products from certain product providers, including:
Fees and Expenses, or Other Amounts Payable
Generally, we do not charge any fees for the advice and transactional solutions we provide. This is because we usually receive commission from the applicable product provider.
You may be charged a one-off fee in the following situations:
-
No Commission
If you request services in relation to a product or service for which we do not receive a commission.
- Any fee will be agreed and authorised by you in writing before services are completed
- Fees are based on an estimate of the time spent providing advice
-
Repayment of Commission (Clawback)
If a product or service provider requires commission to be repaid within 27 months of you taking out the product.
- The fee charged will not exceed the amount of commission clawed back
Whether a fee will be charged, how it will be charged, and when it will be payable will be advised at the time the financial advice service is provided.
Other Costs
Where other costs are incurred in providing our advice and services, you will be liable for these costs. These may include:
- Valuation reports
- Legal fees
- Early repayment fees
All additional costs will be agreed with you before they are incurred.
Conflicts of Interest and Commissions or Other Incentives
Your interests are our priority. While we do have business relationships with product providers, we aim to advise you as best we can.
- We receive commission from lenders who provide residential and other loan products
- Commission is generally paid after settlement and may include renewal or trail commission
- From time to time, product providers may assist us with funding for conferences and professional development training
We manage conflicts of interest by:
- Prioritising your interests above our own
- Providing advice based on your goals and personal circumstances
Complaints Process
If you are not satisfied with our service, please contact us. We have an internal complaints process and will investigate your concerns promptly and fairly.
How to Lodge a Complaint
- Contact your adviser directly in the first instance, or
- Contact our internal complaints service:
Director: Alex Guo
- Phone: 021 162 8168
- Email: Alex@esmortgage.co.nz
- Email Subject: Complaint – (Your Name and Contact Information)
What Happens Next
- We will investigate the matters you raise
- Your concerns will initially be addressed with the adviser involved
- We aim to respond within 10 working days
- If more time is required, we will notify you within that period and provide an estimated response timeframe
Our Internal Complaints Process
- Review the complaint and discuss resolution options with you
- Request additional information if required
- Resolve complaints in a timely manner
- Communicate with you via your preferred method (phone, email, or written)
Dispute Resolution Process
If we cannot resolve your complaint to your satisfaction, you may contact our free independent dispute resolution service.
External Dispute Resolution Provider
Financial Services Complaints Limited (FSCL)
- Address: Level 4, 101 Lambton Quay, Wellington 6011
- Phone: 0800 347 257
- Email: complaints@fscl.org.nz
- Website: www.fscl.org.nz
You must bring your complaint to FSCL within 3 months of receiving our decision letter.
You also have the right to contact the Financial Markets Authority (FMA):
- Website: https://www.fma.govt.nz
- Address: Level 2, 1 Grey Street, PO Box 1179, Wellington 6140
- Phone: 04 472 9830
Our Duties
Under the Financial Markets Conduct Act 2013, our Financial Advisers are required to:
- Meet the standards of competence, knowledge, and skill set out in the Code of Professional Conduct for Financial Advice Services
- Give priority to your interests and ensure advice is not materially influenced by our own interests or those of others
- Exercise care, diligence, and skill expected of a prudent financial adviser
- Meet standards of ethical behaviour, conduct, and client care, and provide suitable advice
