Complaints & Compliments

PROSEC believes it is essential for our clients to be able to use mortgage advisers who are completely competent in the advice that is given. PROSEC has in place formal procedures to deal with compliments, complaints or disputes arising from that advice.

You can lodge compliments or complaints by emailing or writing to:

Managing Director
PROSEC Group Limited
PO Box 11186, Ellerslie, Auckland 1542

When PROSEC receives a complaint, we will attempt to resolve it promptly. We in the first instance ask the adviser involved to attempt to resolve any concerns directly with the client, this sometimes is not possible and in these instances, the company will endeavour to act as an intermediary to look for solutions.
If we cannot reach an agreement on your complaint, you may refer your complaint to the advisers’ External Dispute resolution Scheme as detailed in their Disclosure Statement.

PROSEC Mortgages Limited and PROSEC Life & Risk Limited are also a member of an External Disputes Service Provider:Financial Dispute Resolution Service (FDRS)

Freephone 0508 337 337
Freepost 231075 PO Box 5730, Wellington 6145

The External Dispute Resolution Service is a statutory requirement for us to have and is a free service established to provide you with an independent mechanism to resolve specific complaints.
We value you raising your feedback with us, and hope to use these as part of our continuous improvement and education plans.

Managing Director
PROSEC Group Limited

Complaints & Compliments Form

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