Finance HQ Limited is a New Zealand owned business. We value all of our customers and we really appreciate your support.

Our vision is to become NZ’s most trusted asset finance brokerage. We partner with several lenders to offer our customers access to sharper interest rates and better customer service. By being a NZ owned business, we also keep our profits here in NZ.

The information provided in this disclosure document is important.

Licence status and conditions

Finance HQ Limited (FSP 629209, trading as Finance HQ) holds a licence issued by the Financial Markets Authority (FMA) to provide financial advice.

Nature and scope of the financial advice given.

Finance HQ Limited can give you advice about financial products such as Business Finance, Vehicles, Trucks and Equipment Finance and Consumer Finance. We specialise in sourcing finance for businesses and consumers by understanding their needs and then negotiating on their behalf with multiple financiers.

We do not provide advice on mortgages, insurance or investments.

Any financial advice provided on our behalf will only take account of the information you have given us about your particular needs, financial situation or goals.

Our duties

Finance HQ Ltd, and anyone who gives financial advice on our behalf, have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice. We are required to:

  • give priority to your interests by taking all reasonable steps to make sure our advice isn’t materially influenced by our own interests
  • exercise care, diligence, and skill in providing you with advice
  • meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we have the expertise needed to provide you with advice)
  • meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should, and give you suitable advice).

This is only a summary of the duties that we have. More information is available by contacting us, or by visiting the Financial Markets Authority website at https://www.fma.govt.nz.

The Code of Conduct standards can be read here: https://www.fma.govt.nz/assets/assets/code-of-professional-conduct-for-financial-advice-services.pdf.

How we get paid

For Business Finance, Vehicles, Trucks and Equipment Finance and Consumer Finance, Finance HQ and the financial adviser receive commissions from the various lenders we use.

If you decide to take out a loan, the lender will pay a commission to Finance HQ and your financial adviser. The amount of the commission is calculated through an agreed base rate between the lender and Finance HQ. The advisor will then add a margin above the base rate to reflect the commission paid.  

How we manage conflicts of interest and/or incentives

To ensure that our financial advisers prioritise the client’s interest above their own, we follow an advice process that ensures our recommendations are made on the basis of the client’s goals and circumstances.

All our financial advisers undergo annual training about how to manage conflicts of interest. We undertake a compliance audit, and a review of our compliance programme annually by a reputable compliance consultancy firm.

Internal complaints process

We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

If for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact us by whichever of the following means best suits you:

  • Jason Were
  • Mobile: 021 704 738
  • Email: jason@financehq.co.nz
  • Address: Level 9, 4 Williamson Avenue, Grey Lynn, Auckland 1021

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

Need an update on your complaint?

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

Resolution

We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation. When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Financial Services Complaints Limited (FSCL). This service will cost you nothing and will help us resolve any disagreements.

You can contact them by whichever of the following means best suits you:

  • Financial Services Complaints Limited
  • Mobile: 0800 347 257
  • Email: complaints@fscl.org.nz
  • Address: Level 4, Sybase House, 101 Lambton Quay, Wellington 6011n 6011011

Our Contact Details

Finance HQ Limited (FSP 629209, trading as Finance HQ) holds a licence issued by the Financial Markets Authority to provide financial advice.

You can contact us at: