Complaints
At Mortgage A to Z, we are committed to providing exceptional service to all our clients. However, we understand that there may be occasions when you feel dissatisfied with our service. We take complains seriously and aim to resolve them promptly and fairly. We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.
How To Make A Complaint
If you have a complaint, please get in touch with us as soon as possible. You can contact us by:
Phone: Call our dedicated complaints line at 0800 629 629
Email: Send an email detailing your complaint to hello@maz.co.nz
In Person: Visit our office 71 Orbell Street, Sydenham, Christchurch during business hours and speak to one of our team members.
In the unlikely situation you have an issue with our service, please proceed with the following:
Send an email to: hello@maz.co.nz and tell us what has happened and how we can resolve your complaint. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.
When we receive your complaint, we will:
- acknowledge your complaint within 1 working day
- gather and evaluate information about your complaint
- respond to you within 7 working days.
If we cannot agree on how to resolve the complaint, you can contact the Financial Services Complaints Limited (FSCL). The FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consume Affairs.
FSCL’s service does not cost you anything and they will help resolve your issue.