> _Markdown transcription of Mortgagehq Limited's Public Disclosure Statement, version 2026-05-24. Source: https://mhq.co.nz/important-information/._ --- # Important Information — mortgagehq limited --- ## Disclosure Information > You can download this important disclosure information [here](https://mhq.co.nz/wp-content/uploads/Stage-1-Publicly-Available-FAP-Disclosure.pdf). This document provides an important overview of mortgagehq limited, including our services, duties to you, fees, commissions, and how we manage complaints. --- ### Licence Status and Conditions mortgagehq limited, FSP463846, trading as mortgagehq, holds a Financial Advice Provider (FAP) licence issued by the Financial Markets Authority (FMA). --- ### Nature and Scope of the Advice We provide regulated financial advice on: - Residential lending solutions, including loans from New Zealand's main banks and a range of specialist/non-bank lenders. - KiwiSaver advice, offering recommendations on funds from a select group of providers. --- #### Lending Providers **Main bank / CCCFA lenders** - ANZ - ASB - Avanti - Basecorp - BNZ - Co-Operative Bank - Heartland Business - Kiwibank - Liberty Finance - NZCU Baywide - Peppermoney - Prospa - SBS - TSB - Westpac **Second Tier / Non-CCCFA Lenders** - ASAP Finance - Bank of China - BizCap - China Construction Bank - Cressida Capital - DBR - First Mortgage Trust - Funding Partners - General Finance - Goldband Finance - ICBC - Pallas Capital - Simplify - Southern Cross Partners - Strata Funding - The Lending People - Vincent Capital - XCEDA - XE --- #### KiwiSaver Providers We provide advice on KiwiSaver funds offered by: - Booster - Generate - Kōura Wealth - Milford Funds - NZFunds --- #### Insurance Providers - AIA --- ### Professional Partnership — Suite Financial To strengthen our duty of care for our clients, and ensure that clients receive rounded financial advice, mortgagehq has a **professional partnership** with **Suite Financial** – who we trust to deliver holistic personal risk and ACC advice to our clients. Where either you indicate a need — or we strongly believe there is benefit for you — for personal risk or ACC advice, we may recommend you to meet with Suite Financial. Our Mortgage Advisers have their own Nature and Scope disclosure. These are not available on our website but are provided to you when one of our advisers is engaged by you to give you advice, whether you are a prospective or current client. This will detail the product providers our adviser can give advice on. --- ### Fees and Expenses #### Home Loan Advice We generally do not charge a fee for our standard advice. However, a fee may apply if: - The lending is complex (e.g. commercial/business). - The loan involves non-CCCFA lenders that require a brokerage fee. - There is a request to extend pre-approval beyond the original 6-month period. You will be notified and required to accept any fees before we proceed. #### Brokerage Fee – Non-Bank Lenders Broker fees for non-bank products will be: - Confirmed before submission of your application. - Reconfirmed at the approval stage, per lender protocols. #### KiwiSaver Advice We may charge you directly for KiwiSaver advice (provider-dependent). We may also receive a servicing fee from the KiwiSaver provider (see Conflicts of Interest section below). --- ### Conflicts of Interest and Incentives We receive commissions from lenders and KiwiSaver providers. To ensure transparency: #### Lending Commissions - **Upfront:** Typically between 0.45% and 0.85% of the loan amount. - **Ongoing (trail):** Between 0.125% and 0.20% annually on the remaining loan balance. #### KiwiSaver Commissions We may receive: - An initial one-off commission when you join. - An ongoing service commission of approx. 0.20%–0.50% p.a. based on your KiwiSaver balance (varies by provider). We will confirm the actual commission structure relevant to your KiwiSaver before you make a decision. #### Adviser Remuneration - Our advisers are salaried employees. - They may qualify for performance bonuses based on: - Service quality - Compliance standards - Team performance (not just sales volume) #### Suite Financial — Referral Arrangement **Suite Financial is a separate and independently licensed Financial Advice Provider.** Suite Financial maintains its own financial advice provider licence, compliance framework, and disclosure documentation. Any advice provided by Suite Financial is subject to its own terms of engagement, scope of advice, and disclosure obligations. Referrals to Suite Financial are made solely where the Adviser reasonably believes the client will benefit from specialist advice that falls outside mortgagehq's scope of service. Clients are informed of the referral arrangement and must provide consent before their details are shared with Suite Financial. **Referral Commissions:** If a mortgagehq Adviser refers a client to Suite Financial and the referral results in a completed engagement or placement of insurance business, mortgagehq **may receive a referral commission** from Suite Financial. - The referral commission is **20% of the commission earned by Suite Financial** on that business. - This payment is made **directly from Suite Financial to mortgagehq**, rather than the Adviser, to ensure oversight. #### How We Manage Conflicts - We have formal conflict of interest policies. - Advisers follow a structured, compliant advice process. - All staff receive ongoing training in ethical standards. - We conduct annual internal and external compliance audits, including reviews by our aggregator (KAN). --- ### Complaints and Disputes If you're not satisfied with our service: - Email our Complaints Manager: compliance@mortgagehq.co.nz - Your complaint will be acknowledged within 8 business hours. - We will attempt to resolve the issue promptly. If **unresolved**, you can contact our Dispute Resolution Scheme – this service is free of charge. For more details, see the Disputes & Complaints section below. --- ### Our Duties to You We are bound by the Financial Markets Conduct Act 2013 and the Code of Professional Conduct for Financial Advice Services. This means we must: - Meet competence, knowledge, and skill standards. - Help you understand the scope and nature of our advice. - Prioritise your interests where conflicts may arise. - Exercise care, diligence, and skill. - Treat you fairly and with integrity. - Provide honest and accurate disclosure information. --- ### Contact Details **mortgagehq limited** FSP No: 463846 Financial Advice Provider (FAP) - **Phone:** 0800 733 462 - **Email:** hello@mortgagehq.co.nz - **Address:** Geneva House, Level 2/3 Te Kehu Way, Mount Wellington, Auckland 1060 --- ## Disputes & Complaints > You can download information about [disputes and complaints here](https://mhq.co.nz/wp-content/uploads/MHQ-2021-Complaints-Information.pdf). > Further disclosure information regarding complaints is available to [download here](https://mhq.co.nz/wp-content/uploads/MHQ-2021-Disclosure-Information-Stage-4Complaints.pdf). At mortgagehq, we are focused on providing excellent client service and quality advice. We only try to help when we can see that our solutions will put you in a better situation. If you have a complaint regarding our adviser's service, explanations, product outcomes, or do not believe we have met the requirements outlined in our disclosure and/or Nature and Scope of our Advice, we would like to hear from you. We prefer that you contact your adviser first. If you do not feel comfortable in doing this, or believe the complaint will not be resolved, you can contact mortgagehq's compliance officer: - **Phone:** 027 391 0855 - **Email:** simon@mortgagehq.co.nz - **Contact:** Simon McDonald – Head of Advice We handle complaints first, internally, with an open mind and discuss the complaints handling process in a transparent manner. We will endeavour to resolve your complaint to your satisfaction within **5 business days**. If we have not resolved your complaint within this timeframe, we will outline why, what action is underway, and provide an understanding of the timeframe for resolution. ### External Dispute Resolution If you are unable to resolve your complaint with mortgagehq directly, you may refer it to: **Financial Services Complaints Limited (FSCL)** mortgagehq is a member of FSCL, an approved independent dispute resolution scheme that handles complaints in the financial services industry, including financial advisers. - **This service is FREE to customers.** - Website: [www.fscl.org.nz](http://www.fscl.org.nz) - Phone: 0800 347 257 --- ## Website Terms of Use / Privacy Policy > [Download a PDF copy of the Terms of Use](https://mhq.co.nz/wp-content/uploads/mortgagehq-website-terms-of-use.pdf) We value your trust and take the protection of your personal information very seriously. ### 1. Introduction Mortgagehq complies with the New Zealand Privacy Act 2020 (the Act) when dealing with personal information. Personal information is information about an identifiable individual (a natural person). This policy outlines how we will collect, use, disclose, and protect your personal information. This policy does not limit or exclude your rights under the Act. For further information contact our Privacy Officer at hello@mortgagehq.co.nz or visit [privacy.org.nz](http://www.privacy.org.nz). **These Terms were last updated on 7 November 2024.** ### 2. Changes to This Policy We may change this policy by uploading a revised policy onto the website. The change will apply from the date that we upload the revised policy. ### 3. What Is Personal Information? Personal information is information about an identifiable individual. It includes (but is not limited to) name, address, contact details, date of birth, occupations, payment details, employment history and/or details, education and qualifications, financial information, testimonials and feedback, evidence of source of funds or source of wealth (in some cases), and other information. ### 4. How We Use Your Personal Information We will use your personal information: - To verify your identity. - To provide services and products to you. - To market our services and other related hq-services — capitalhq Ltd (8931048) — and products to you, including contacting you electronically (e.g. by call, text, or email for this purpose). - To improve the services and products that we provide to you. - To respond to communications from you, including a complaint. - To protect and/or enforce our legal rights and interests, including defending any claim. - For any other purpose authorised by you or the Act. ### 5. Disclosing Your Personal Information Mortgagehq operates closely with capitalhq in sharing the same Customer Relationship Management system to improve the quality and roundness of service it provides. This means all companies have access to information stored by the others — though your data will not be used by the other organisations without your express consent. We may also disclose your personal information to: - Product providers (such as but not limited to lenders and insurance companies). - Any third party, whether in New Zealand, Australia, or elsewhere, who assists us in providing services or who performs functions on our behalf, including: - Email, marketing, advertising, and media partners - Technology partners - Other companies or individuals who perform compliance & regulatory reviews and audits (e.g. by our aggregator – Kiwi Adviser Network) - Courts, tribunals, and regulatory authorities (such as the Financial Markets Authority and the Ministry of Justice in New Zealand). - Office of the Ombudsman, where a complaint relates to official information. - Any person or agency we believe could assist in responding to a serious privacy breach. - Office of the New Zealand Privacy Commissioner, where a complaint relates to a breach of the Privacy Act 2020. - Other companies, agencies, or individuals that maintain databases against which your identity may be verified, including (but not limited to) the New Zealand Department of Internal Affairs and New Zealand Transport Agency. - Market research partners who help us collect your reviews and feedback and who analyse customer behaviour. - Advertising, social media, and search engine companies (like Google and Facebook) where we provide a limited amount of your information to help target paid advertising on their platforms. - Companies that provide data matching, insights, and analytics services. - Where necessary because we are selling one of our assets or businesses. - The Human Rights Commission, where a complaint relates to discrimination. - Where appropriate, CERT NZ, to assist with the management of a voluntarily notified privacy breach. - Overseas privacy regulator, where a complaint relates to the actions of an overseas agency. - Anyone else to whom you authorise us to disclose it. Except as described above, we will not disclose your personal information without your written or verbal consent, unless we are required to do so by applicable law. ### 6. Protecting Your Personal Information We will take reasonable steps to keep your personal information safe from loss, unauthorised activity, or other misuse. Our software is subject to audits to ensure it is continuing to meet security requirements. All data handled in our software is encrypted in transit and during storage and can only be accessed over secure network connections. ### 7. Storing Your Personal Information We will only retain personal information as long as it is required for the purposes for which the information may lawfully be used. All data stored online is backed up and can be retrieved in case of data loss or corruption. We operate predominantly with digital records. If physical records of information are provided to us, these will be digitised and physical copies will be destroyed immediately. ### 8. Accessing and Correcting Your Personal Information Subject to certain grounds for refusal set out in the Act, you have the right to access the readily retrievable personal information we hold and request a correction to your personal information. Before you exercise this right, we will need evidence to confirm that you are the individual to whom the personal information relates. If you want to exercise these rights, email us at hello@mortgagehq.co.nz. Your email should provide evidence of who you are and set out the details of your request. ### 9. Data Breaches Our Privacy Officer has processes and systems in place in the event of a data breach. If such an event occurs, we will promptly identify, report, and examine a personal data breach. ### 10. Internet Use While we take reasonable steps to maintain secure internet connections, if you provide us with personal information over the internet, the provision of that information is at your own risk. We use cookies to monitor your use of the website. You may disable cookies by changing the settings on your browser, although this may mean you cannot use all website features. We may use information about your use of our websites and other IT systems to prevent unauthorised access or attacks on our software, and may utilise services from one or more third-party suppliers to monitor the use of our systems. --- ## Linked Sub-Documents The following documents are referenced on this page but hosted separately: - [FAP Public Disclosure (PDF)](https://mhq.co.nz/wp-content/uploads/Stage-1-Publicly-Available-FAP-Disclosure.pdf) - [Complaints Information (PDF)](https://mhq.co.nz/wp-content/uploads/MHQ-2021-Complaints-Information.pdf) - [Disclosure Information – Stage 4 Complaints (PDF)](https://mhq.co.nz/wp-content/uploads/MHQ-2021-Disclosure-Information-Stage-4Complaints.pdf) - [Website Terms of Use (PDF)](https://mhq.co.nz/wp-content/uploads/mortgagehq-website-terms-of-use.pdf)