Complaints & Dispute Resolution

Benchmark Mortgages Limited is committed to providing professional, transparent, and client-focused financial advice.

If you are dissatisfied with any aspect of our service, we encourage you to contact us so we can address your concerns promptly and fairly.

We treat complaints seriously and aim to resolve them in a timely, respectful, and transparent manner.

How to Make a Complaint

If you have a complaint about our services, please contact:

manshil@benchmarkmortgages.co.nz

Address:

Benchmark Mortgages Limited, Auckland, New Zealand

Phone:

021 0822 6113

Note:

Please provide details of your concern and how you would like the matter resolved. If relevant, please include any supporting documentation.

Our Internal Complaints Process

When we receive your complaint, we will:

Acknowledge

Acknowledge your complaint within 2 working days

Investigate

Investigate the matter thoroughly and impartially

Respond

Provide a written response within 20 working days

If we need additional time to complete our investigation, we will inform you and explain the reasons for the delay.

If we are unable to resolve your complaint within 40 working days, or if you are not satisfied with our final response, you may refer your complaint to our external dispute resolution scheme.

External Dispute Resolution

Financial Services Complaints Limited (FSCL)

Benchmark Mortgages Limited is a member of Financial Services Complaints Limited (FSCL).

FSCL is an independent, not-for-profit external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL provides a free, fair, and independent service to resolve complaints about financial service providers.