Complaints Process

We value your feedback and take all complaints seriously.

At Mortgage Lab, we are committed to providing excellent service. If you have a complaint about any aspect of our service, we want to hear about it so we can resolve the issue and improve.

How to Make a Complaint

1

Contact Us Directly

In the first instance, please contact us directly. You can email us at complaints@mortgagelab.co.nz or call us on 09 886 9779.

2

We Will Investigate

We will acknowledge your complaint within 2 working days and aim to provide a full response within 20 working days. If we need more time, we will let you know.

3

External Resolution

If you are not satisfied with our response, you can contact our external dispute resolution scheme.

Financial Services Complaints Ltd (FSCL)

Mortgage Lab is a member of Financial Services Complaints Ltd (FSCL), an approved dispute resolution scheme.

Website: www.fscl.org.nz

Phone: 0800 347 257

Email: complaints@fscl.org.nz

Post: PO Box 5967, Wellington 6140

Our Commitment

We are committed to treating all complaints fairly and confidentially. Your feedback helps us improve our service for everyone.

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