Important Information About FinAnswer Limited

FinAnswer Limited is a Financial Advice Provider licensed by the Financial Markets Authority (FMA) to provide financial advice services in New Zealand.

Financial Services Provider Number: FSP1012646

Contact Details

1. Nature and Scope of Our Financial Advice

FinAnswer Limited provides financial advice in the following areas:

• Mortgages
• Personal loans

Lending We Can Advise On

Our advice may include:

• residential property purchases;
• refinancing and loan restructuring;
• mortgage top-ups;
• mortgage refixing;
• debt consolidation;
• construction lending;
• property development and construction finance; and
• personal lending, including vehicle and asset finance.

Lenders and Product Providers

Depending on your circumstances and lending requirements, we may provide advice in relation to products offered by lenders and finance providers including:

• ASB
• ANZ
• BNZ
• Kiwibank
• Westpac
• TSB
• Southern Cross Partners
• Pepper Money
• SBS
• The Co-operative Bank
• Avanti Finance
• Bluestone
• Liberty Finance
• Basecorp
• Prospa
• Cressida
• DBR
• Finbase
• First Mortgage Trust

The lender or product provider recommended to you will depend on your individual objectives, financial position, borrowing requirements and other relevant circumstances.

2. Fees for Mortgage and Lending Advice

FinAnswer Limited will generally not charge you a fee for providing mortgage or lending advice because we may receive commission from the lender or product provider.

There may, however, be circumstances where a client fee applies. This may occur where:

• your lending requirements involve additional complexity; or
• the lender or product provider does not pay FinAnswer Limited a commission.

If we intend to charge you a fee, we will explain the amount of the fee, or how it will be calculated, before providing the relevant advice.

You will have the opportunity to understand and agree to the fee before deciding whether to proceed.

3. Commissions

When we arrange a loan or other lending product for you, FinAnswer Limited may receive commission from the lender or product provider.

Depending on the provider and product, this may include:

• Initial commission – a one-off payment generally calculated as a percentage of the amount borrowed and paid when the lending settles.
• Ongoing commission – a recurring payment generally calculated as a percentage of the outstanding loan balance and usually paid periodically while the lending remains in place.

Commission rates and payment structures vary between lenders and products.

Further information about commissions relevant to the advice provided to you will be disclosed as required.

4. Conflicts of Interest and Other Incentives

Our advice is intended to reflect your individual goals, needs and circumstances.

FinAnswer Limited maintains commercial relationships with a range of lenders and other product providers. We may receive commissions or other payments when lending is successfully arranged.

Product providers may also, from time to time, contribute towards adviser conferences, professional development, education, training or similar industry activities.

These arrangements must not improperly influence the advice or recommendations we provide to our clients.

Where you require a service outside the areas in which we provide advice, we may introduce you to another appropriately qualified professional or service provider.

FinAnswer Limited may sometimes receive a referral fee or commission for such an introduction. Where applicable, this will be disclosed to you.

Our financial advisers may also receive salary, commission or performance-related remuneration. FinAnswer Limited manages these remuneration arrangements so that they do not improperly influence the financial advice provided.

5. How We Manage Conflicts of Interest

FinAnswer Limited has processes designed to identify, disclose and appropriately manage actual, potential and perceived conflicts of interest.

As part of these processes, we:

• follow a structured advice process so that recommendations are based on the client’s objectives, needs and circumstances;
• provide relevant advisers and staff with ongoing training on recognising and managing conflicts of interest;
• maintain records of actual, potential and perceived conflicts;
• maintain records relating to gifts, hospitality and other incentives;
• review these records and take appropriate action where a conflict is identified;
• provide further guidance or training where appropriate; and
• undertake periodic compliance reviews of our policies, procedures and controls.

If a material conflict of interest arises in relation to the advice we provide to you, we will disclose it and take appropriate steps to ensure that your interests are given priority.

6. Our Duties When Providing Financial Advice

FinAnswer Limited and its financial advisers have legal duties when providing regulated financial advice.

These duties arise under the Financial Markets Conduct Act 2013, including sections 431I, 431K, 431L and 431M.

When providing regulated financial advice, we are required to:

• meet the applicable standards of competence, knowledge and skill under the Code of Professional Conduct for Financial Advice Services;
• give priority to your interests where there is a conflict between your interests and our interests, or the interests of another person;
• exercise the care, diligence and skill that a prudent financial adviser would exercise in the same circumstances; and
• comply with the applicable standards of ethical behaviour, conduct and client care contained in the Code of Professional Conduct for Financial Advice Services.

FinAnswer Limited is committed to treating clients fairly and providing financial advice that is clear, appropriate and based on the information and circumstances available to us.

7. Complaints

We aim to provide our clients with a high standard of service. If you are dissatisfied with our advice or service, we encourage you to contact us so that we have an opportunity to consider and address your concerns.

You can make a complaint:

• through the Trail client portal by selecting the “Make a Complaint” option located at the bottom right-hand side of the page;
• by emailing our Complaints Manager, Prasoon Kumar Srivastava, at prasoon@finanswer.co.nz; or
• by calling us on 022 087 8700.

What Happens After We Receive Your Complaint?

We will deal with your complaint through our internal complaints-handling process.

We will:

• acknowledge your complaint within two working days;
• explain how we intend to assess and manage it;
• obtain the information reasonably required to understand the circumstances;
• keep you updated on the progress of the complaint; and
• aim to resolve the complaint within 10 working days.

If we are unable to resolve your complaint within that period, we will contact you to explain the reason for the delay and advise you of the next steps.

8. External Dispute Resolution

If you are not satisfied with our response to your complaint, you can refer the matter to:

Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL)

FSCL is an independent dispute resolution service. Its service is free for consumers and is available to assist in resolving complaints between financial service providers and their clients.

FinAnswer · Public Disclosure Statement · Version 1.0 · Effective 17 August 2026