Important Disclosures

Licensing Information

Charter Home Loans Limited (FSP775022, trading as Charter Home Loans) is a Financial Advice Provider (FAP) licensed and regulated by the Financial Markets Authority to provide financial advice.

Nature and Scope of the Advice

We provide financial advice on home loans and loan products offered by the following lenders and product providers:

ANZ, ASB, Avanti Finance, Bank of China, Basecorp Finance, Bluestone, BNZ, The Cooperative Bank, First Mortgage Trust, Kiwibank, Liberty Financial, Pepper Money, Prospa, SBS Bank, Southern Cross Partners, and Westpac.

Fees or Expenses

Usually, Charter Home Loans and our advisers (we) do not charge clients a fee for financial advice provided to clients. This is because we are paid in the form of commission. We receive a commission from the banks and lenders through which we place business. We may charge a client a fee in the below circumstances:

1. Where commission is repayable to the lender (‘clawed back’)

2. For specialist and non-bank loans

We will provide more specific details of these commissions once we have talked to you and understand your needs and/or at the time our advice is given.

Privacy and Your Personal Information

We collect the personal information we need to provide you with financial advice and to meet our legal obligations. Most of this information is provided directly by you, and by giving it to us you agree that we may collect, hold and use it for these purposes.

Sometimes we may need to collect information about you from other sources, such as product providers, public records, or other advisers involved in your financial affairs.

When this happens, the Privacy Act 2020 requires us to take reasonable steps to let you know what information we have collected, why we need it, how we will use it, and who it may be shared with.

We only collect information that is necessary for providing advice or meeting our regulatory requirements. You can ask to access or correct your information at any time by contacting us.

Conflicts of Interest and Incentives

Charter Home Loans and our advisers are paid in the form of commission from the banks and lenders through which we place business. We will provide more specific details of these commissions once we have talked to you and understand your needs and/or at the time our advice is given.

To ensure our advisers prioritise our clients’ interests:

  • We follow an advice process that ensures our recommendations are made appropriately, based on clients’ goals and circumstances.

  • All our advisers undergo annual training about how to manage conflicts of interest.

  • We maintain registers of conflicts of interests and the gifts and incentives we receive. These registers are monitored regularly, and additional training is provided as required.

Complaints handling and dispute resolution

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.

Please send an email to scott@charterhomeloans.co.nz and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to your email.

When we receive your complaint, we will:

  • acknowledge your complaint within two working days

  • gather and evaluate information about your complaint

  • respond to you within 20 working days

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs.

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).

FSCL’s contact details are:

Duties Information

Charter Home Loans and our advisers have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice.

We are required to:

  • give priority to your interests

  • exercise care, diligence, and skill

  • meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services

  • meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services

Contact Details

Charter Home Loans Limited (FSP775022, trading as Charter Home Loans) is a Financial Advice Provider.

Call: Sharon Cody 021 242 9784 or Scott Menzies 027 637 5001
Email: sharon@charterhomeloans.co.nz or scott@charterhomeloans.co.nz
Write to: 114 Cashmere Avenue, Khandallah, Wellington
A written copy of this information is available upon request.