For mortgage lending, Futurebound and the financial adviser receive commissions from the lending companies that the lending was placed with. The amount of the commission is based on the amount of the loan. This can be between 0.55% and 0.85% of the loan amount. Some lenders (Sovereign, BNZ, Liberty, Resimac, Bluestone and Westpac) also pay an ongoing trail commission of 0.15%-0.20% of the loan balance.

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.

If you have a problem, concern, or complaint about any part of the financial advice you have received from us, you may contact us using any of the following means:

Company name: Online Mortgage Brokers NZ Ltd (FSP769014) 

Attention: The Complaints Officer 

Address: 41 Findlay Street, Tawa, Wellington

Telephone: 021 0264 7658 

Email address: info@futurebound.co.nz 

Website: https://www.futurebound.co.nz

When we receive a complaint, we will consider it following our internal complaints process: 

• We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

• We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint. 

• We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so. 

• If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Dispute Resolution Service.

If our internal complaints process does not resolve your complaint to your satisfaction, you can contact our external independent dispute resolution scheme.  This service is free and may help investigate or resolve the complaint. 

We are a member of the Financial Dispute Resolution Services’ approved dispute resolution scheme.  You can contact them at: 

Company name: Financial Dispute Resolution Service

Address: Level 4, 142 Lambton Quay, Wellington 6011 

Postal address: PO Box 2272, Wellington 6140 

Telephone: 0800 337 337 (freephone if within New Zealand or +64 4 381 5091 (if calling outside New Zealand)

Email address: enquiries@fdrs.org.nz 

Website:  http://www.fdrs.org.nz

Our duties

Futurebound, 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.