Feedback and Complaints

Disclosure Information

PUBLICLY AVAILABLE INFORMATION

LICENCING INFORMATION

NZ Financial Services Group Limited (FSP286965) holds a license issued by the Financial Markets Authority to provide financial advice. The Lime Group (2015) Limited (FSP453986) is authorized by the license to provide financial advice.

NATURE AND SCOPE OF ADVICE

The Lime Group provides advice to our clients about their mortgages, life insurance and health insurance. Our Financial Advisers provide financial advice in relation to these financial advice products.

We only provide financial advice about products from certain providers:

In providing you with financial advice, we will only consider existing term life, trauma, income protection and health insurance policies (if any). We will not provide advice on existing whole of life or endowment products, so you will need to consult a specialist if you would like advice on those products.

FEES AND EXPENSES

Generally, the Lime Group will not charge any fee for the financial advice we provide you. This is possible because we receive commission for the work we undertake.

However, on occasion we may charge you a one-off fee if you request financial advice and we do not receive commission. In this case you will made aware of the fee for service and agree to the amount before you are invoiced. The fee amount will be based on an estimate of the time spent on providing the service.

CONFLICTS OF INTEREST AND INCENTIVES

The Lime Group and our financial advisers receive commissions from the providers on whose products we give financial advice (insurers and banks). If you decide to take out insurance or a mortgage, the provider will pay a commission to The Lime Group and to your financial adviser. The amount of commission is based on the amount of the premium or mortgage.

As part of our overall process, we sometimes refer our clients to Vercoe Insurance Advisors and Cambridge Insurance Advisors for Fire & General Insurance. We receive a small referral fee for this service.

From time to time, product providers may also reward us for the overall business we provide to them. They may give us tickets to sports events, hampers, or other incentives.

To ensure that our financial advisers prioritise our clients’ interests above their own, we follow an advice process that ensures our recommendations are made on the basis of each client’s goals and circumstances. All our financial advisers undergo annual training about how to manage conflicts of interest. We maintain registers of conflicts of interests, and the gifts and incentives we receive.

COMPLAINTS HANDLING AND DISPUTE RESOLUTION

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.

Please send an email to [email protected], or you can write to us at: P O Box 309, Cambridge 3450 and tell us what happened and how we can resolve matters. If you have documents or correspondence that will help us understand your complaint, please attach them to your email.

When we receive your complaint, we will:

  • acknowledge your complaint within two working days.
  • gather and evaluate information about your complaint.
  • respond to you within 20 working days.

If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs.

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).

FSCL’s contact details are:

DUTIES INFORMATION

The Lime Group, 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.

CONTACT DETAILS

Contact details:

The Lime Group (2015) Limited (FSP453986, trading as The Lime Group) is the Financial Advice Provider.

You can contact us at: Phone: 07 827 7199, Email: [email protected], Address: 34D Lake Street, Lakewood, Cambridge 3434