Privacy policy.
How we collect, use, share and protect personal information when providing mortgage and lending advice.
1. About this Privacy Policy
This Privacy Policy explains how FinAnswer collects, uses, stores, discloses and protects personal information when you ask us for mortgage or lending advice, submit an enquiry or application, use our website or calculators, provide supporting documents, or otherwise deal with us.
We handle personal information in accordance with the New Zealand Privacy Act 2020 and the Information Privacy Principles. This policy does not limit any rights you have under that Act.
This policy applies to prospective clients, current and former clients, borrowers, co-borrowers, guarantors, representatives and other individuals whose personal information is provided to us in connection with a lending or financial-advice matter.
2. What information we collect, where it comes from and why
The information we collect depends on the service you ask us to provide. The table below is intended to show the practical connection between the information collected, its source and the reason we need it.
| Information category | Examples | Usually collected from | Why FinAnswer collects it |
|---|---|---|---|
| Identity & contact information | Name, date of birth, address, phone, email, identification documents and residency/visa information where relevant. | You; your authorised representative; identity-verification sources where permitted. | Identify you, communicate with you, complete customer due diligence and meet lender or legal requirements. |
| Employment & income information | Employer, occupation, employment history, payslips, contracts, financial statements, rental income and other income evidence. | You; your employer or accountant where you authorise this; documents you provide. | Assess income, affordability, borrowing capacity and lender eligibility. |
| Banking & financial information | Bank statements, credit-card statements, transaction history, savings, deposits, assets, liabilities, debts, expenses and commitments. | You; banks or financial institutions where you authorise access or disclosure. | Understand your financial position, assess affordability, structure lending and support an application. |
| Credit information | Credit history, credit score/report, defaults, enquiries and other credit-related information. | Credit reporting agencies and other lawful sources, with authority or where permitted by law. | Assess creditworthiness, existing debts and lender requirements. |
| Property & security information | Property address, purchase price, valuation, rates, insurance-related details, build or construction information and proposed security. | You; real estate agents, valuers, lawyers, councils or other professionals where authorised or required. | Assess the transaction, proposed security and lender requirements. |
| Application & advice information | Your goals, needs, objectives, preferred structure, applications, lender responses, approvals, conditions and settlement information. | You; FinAnswer advisers; lenders/product providers; authorised professionals. | Provide financial advice, compare suitable options, submit and manage applications, and maintain advice records. |
| Source of funds / wealth information | Deposit source, gifted funds, sale proceeds, business funds or other evidence where required. | You and authorised supporting parties. | Meet lender, AML/CFT or other compliance requirements where applicable. |
| Communications & records | Emails, telephone or meeting notes, messages, file notes, forms, complaints, feedback and instructions. | You and people authorised to deal with us. | Manage your matter, maintain an accurate advice record, respond to instructions and meet compliance obligations. |
| Website & device information | IP address, browser/device information, cookies, visit dates/times, pages viewed and interactions with forms, calculators or digital tools. | Your browser/device and website technology. | Operate and secure the website, understand usage and improve digital services. Specific analytics/advertising tools must be confirmed before publication. |
| Information about another person | Information about a spouse/partner, co-borrower, guarantor, family member, accountant, solicitor or representative. | You or that person. | Assess or manage a joint/connected application and communicate with authorised persons. |
Health or medical information is not part of our standard mortgage-advice process. We will only collect it where it is genuinely required for a product or service you have asked us to assist with and where collection is lawful and appropriate.
3. How we collect information
We normally collect information directly from you during the advice and application process. This may occur through meetings, telephone calls, email, online forms, application forms, document uploads, financial-advice records, website interactions or other communications with FinAnswer.
Where necessary and permitted, we may also collect information from third parties. Typical sources include lenders, banks, credit providers, credit reporting agencies, valuers, accountants, solicitors, real estate agents, insurers, representatives nominated by you, other people connected with your application and publicly available sources.
If we collect personal information indirectly, we will take the steps required by the Privacy Act 2020, including the requirements that apply to indirect collection under IPP 3A, unless an exception applies.
4. How we use your information
We use personal information for defined purposes connected with the mortgage, lending and financial-advice services we provide. In particular, we may use it to:
- understand your objectives, financial position and borrowing requirements;
- assess affordability, borrowing capacity and likely lender criteria;
- provide mortgage, lending or related financial advice;
- compare, structure and recommend lending options;
- prepare, submit, progress and administer applications with lenders or product providers;
- complete identity, credit, compliance and other checks relevant to your application;
- communicate with you and people you have authorised us to deal with;
- maintain client, advice, compliance and transaction records;
- manage lender conditions, approvals, settlement and post-settlement matters;
- handle complaints, disputes, audit or regulatory enquiries;
- improve our service, internal processes and client experience;
- send service communications and, where permitted, marketing communications; and
- comply with legal, regulatory, contractual and professional obligations.
We will not use your personal information for an unrelated purpose unless you authorise that use or the Privacy Act otherwise permits or requires it.
5. Who we may disclose information to
We disclose information only where it is relevant to the service you have asked us to provide, where you have authorised disclosure, or where disclosure is otherwise permitted or required by law.
| Recipient | Reason information may be disclosed |
|---|---|
| Banks, lenders and other credit providers | To assess, approve, document, settle and administer a lending application or transaction. |
| Credit reporting / verification providers | To verify identity or obtain credit information where authorised or otherwise lawful. The specific provider(s) used by FinAnswer should be confirmed before publication. |
| Property valuers and other property professionals | To obtain valuation, inspection, construction or other property information needed for a lending application. |
| Your solicitor or conveyancer | To coordinate legal documentation, conditions and settlement where relevant. |
| Your accountant or tax adviser | To obtain or confirm financial information or coordinate advice where you authorise this. |
| Real estate agent | Only where relevant and authorised, for example to communicate limited finance-status information connected with a purchase. |
| Co-borrowers, guarantors and nominated representatives | To manage a joint or connected application and act on your instructions. |
| Compliance consultants and auditors | To review advice files, compliance processes and regulatory obligations, subject to appropriate confidentiality and privacy controls. |
| Technology, CRM, cloud, document and IT providers | To host, secure, process, back up or support information and systems used to deliver our services. Actual providers and storage locations must be confirmed before publication. |
| Dispute resolution scheme, regulators, government agencies, courts or lawful authorities | Where required or permitted by law, or to respond to a complaint, investigation, legal process or regulatory obligation. |
| Other persons you authorise | For the purpose and to the extent covered by your authority. |
We do not sell your personal information.
6. Credit checks and credit information
Where credit information is relevant to your application, FinAnswer may request a credit report or other credit-related information from a credit reporting agency with your authority or where otherwise permitted by law. Credit information may be used to understand existing liabilities, credit conduct and lender eligibility, and may be provided to a lender or other product provider as part of your application.
Before publication, FinAnswer should insert the name of each credit reporting or verification provider it actually uses rather than naming providers that may not be used in practice.
7. Website, cookies, analytics and digital tools
When you use the FinAnswer website, forms or calculators, technical information may be collected automatically. This can include IP address, browser/device details, operating-system information, time and date of access, pages viewed, form interactions and calculator usage.
Cookies or similar technologies may be used to operate website functionality, remember preferences, understand website usage, improve performance and, where applicable, measure marketing effectiveness. You can control or disable cookies through your browser settings, although some functions may not work as intended.
FinAnswer should name Google Analytics, advertising pixels, remarketing tools, live-chat providers or other tracking technologies here only after confirming that those technologies are actually in use.
8. Marketing communications
Where permitted by law, FinAnswer may use your contact details to send information about our mortgage, lending or related services by email, telephone, text message or other communication channels. You can opt out of marketing at any time using the unsubscribe method in the communication or by contacting us at manpreet@finanswer.co.nz.
Opting out of marketing does not stop us from contacting you about an existing application, service, transaction, complaint, legal obligation or other necessary service matter.
9. How we store and protect information
FinAnswer may hold client information in electronic files, business systems, CRM systems, document storage, cloud services, email systems, backup systems and, where required, physical records. Access should be limited to advisers, staff, contractors and service providers who need the information for legitimate business purposes.
We take reasonable safeguards against loss, misuse, unauthorised access, modification or disclosure. These safeguards may include controlled user access, secure authentication, backups, device and system security, confidentiality obligations and other technical or organisational measures appropriate to the information being handled.
10. Overseas storage and disclosure
Some technology, cloud, CRM, email or support providers may store or process information outside New Zealand. Where personal information is disclosed overseas, FinAnswer will take reasonable steps to comply with the Privacy Act 2020 requirements that apply to overseas disclosure.
11. Retention and disposal
We keep personal information for as long as it is reasonably required to provide and administer our services, maintain advice and transaction records, meet lender or contractual requirements, respond to complaints or disputes, and comply with legal and regulatory record-keeping obligations.
When information is no longer required to be retained, we will take reasonable steps to securely delete, destroy or anonymise it.
12. Access, correction and accuracy
You may request access to personal information FinAnswer holds about you and ask us to correct information that is inaccurate, incomplete, out of date or misleading, subject to the Privacy Act 2020.
We may ask you to provide reasonable evidence of identity before releasing personal information. If we do not make a requested correction, we will comply with the applicable Privacy Act requirements concerning a statement of correction.
Please tell us promptly if your contact details, financial information or other material information changes while we are advising you or managing an application.
13. Privacy incidents and data breaches
FinAnswer will record, assess and manage actual or suspected privacy incidents. Where a privacy breach is likely to cause serious harm, we will comply with the Privacy Act notification requirements, including notifying the Office of the Privacy Commissioner and affected individuals where required.
Our response may include containing the incident, assessing affected information and individuals, preserving relevant records, reducing further risk, making required notifications and reviewing controls to prevent recurrence.
14. Information about other people
If you give FinAnswer personal information about another person, such as a spouse, partner, co-borrower, guarantor, family member, representative, accountant or solicitor, you should ensure you have authority to provide it and, where appropriate, that the person understands how FinAnswer may collect, use and disclose that information.
15. If you do not provide requested information
You are not generally required to give FinAnswer personal information unless a legal or contractual requirement applies. However, mortgage and lending advice depends on accurate and sufficiently complete financial information. If you do not provide information we reasonably require, we may be unable to assess your position, provide appropriate advice, complete identity or credit checks, submit an application or obtain a decision from a lender.
16. Privacy questions, access requests and complaints
Contact our Privacy Officer if you want to request access or correction, ask how your information has been handled, or make a privacy complaint.
We will acknowledge and investigate privacy complaints in accordance with our internal complaints process. If you are not satisfied with our response, you may complain to the Office of the New Zealand Privacy Commissioner at privacy.org.nz.
17. Changes to this policy
We may update this Privacy Policy to reflect changes to our services, systems, legal requirements or privacy practices. The current version will be published on the FinAnswer website and will apply from its stated effective date.
FinAnswer · Privacy Policy · Version 1.0 · Effective 17 August 2026