Complaints Process
How to raise a concern with Professional Mortgages, how our internal process works, and where to go for external dispute resolution.
Last updated: 6 April 2026
Our Internal Complaints Process
If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.
Our internal complaints manager is who can be reached via email at pooja@professionalmortgages.co.nz or +64 22 097 6652. Pooja will reply to you within 2 working days.
Our External Complaints Process
If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme, Financial Services Complaints Limited. This service will cost you nothing and will help us resolve any disagreements.
Contact FSCL
You can contact FSCL at:
- Address: PO Box 5967 Wellington
- Telephone number: 0800 347 257
- Email address: complaints@fsl.org.nz
Duties Information
I am bound by the duties of the Financial Markets Conduct Act to:
- Meet the standards of competence, knowledge and skill set out in the Code of Conduct
- Give priority to the clients' interest
- Exercise care, diligence and skill and meet the standards of ethical behaviour, conduct, and client care set out in the Code of Conduct