Publicly Available Disclosure Statement

This document sets out important information that Neostar Limited(trading as Apex Home loans) is required to make publicly available in accordance with the Financial Markets Conduct Regulations 2014.

Licensing Information

Neostar Limited(FSP1009150 trading as Apex Home Loans) is authorised to provide financial advice under Finsure New Zealand Limited’s Financial Advice Provider licence (FSP1005389), regulated by the Financial Markets Authority (FMA).

Nature and scope of advice

We only provide financial advice in relation to mortgages and personal loans provided by:

ANZWestpacBNZ
KiwiBankASBThe Co-operative Bank
SBSBOCICBC
Avanti FinancePepper MoneyTSB
Basecorp FinanceDBRLiberty Financial
Cressida CapitalCFMLSouthern Cross Partners
ProspaFinbaseFunding Partners
First Mortgage TrustHeartland BankGeneral Finance

Fees and Expenses

Apex Home Loans advisors do not normally charge fees for the financial advice we provide. However, in certain circumstances, we may need to charge a fee for our time. This fee is based on $250+GST per hour.

Some examples of where this fee might be charged is:

  • if through our advice you require a loan from a lender who does not pay us a commission; or
  • if there are complexities with your loan application such as credit impairments (like past defaults) or if the loan is more complex in nature.

We will always disclose this to you and obtain your agreement in advance. If a fee is charged by us, it will be payable within 30 days from the date you receive the Invoice.

Other instances where a fee may be charged is:

  • if you obtain a loan through our advice and cancel it within 28 months. We will charge you a cancellation fee equivalent to the commission the lender requires us to payback. An indication of the cancellation fee amount is included in our disclosure information at the time we provide the advice to you;
  • in the event you receive a loan approval through our advice and guidance, and subsequently decide to proceed with the services of another lender or adviser, a fee will be charged to compensate for our time and the lost opportunity to earn a commission on the loan we facilitated. This fee may be up to $3,000, reflecting the professional services rendered and the potential commission that would have been earned had you completed the loan process with our assistance.

Any fees relating to the loan application will be set out in your lender’s letter of offer and are paid directly to the lender.

You will need to pay fees to other parties involved in finalising your loan. This may include lawyers, valuers, building inspectors etc.

Conflicts of Interest and Commissions

Apex Home Loans Financial Advisers are usually remunerated by commissions or fees paid by the product providers if a product is acquired following that financial advice. That commission payment may include an upfront payment, together with an ongoing renewal or trail payment.

More information about those commissions and any other incentives they may receive will be set out in their Disclosure Statements.

To ensure Advisers prioritise our clients’ interests:

  • They follow an advice process that ensures their recommendations are made appropriately, based on the clients’ goals and circumstances.
  • All our 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. These registers are monitored regularly, and additional training is provided as required.
  • We conduct regular assurance in relation to the advice provided by a Financial Adviser which assesses, among other matters, how conflicts of interest have been managed.

Complaints and Dispute Resolution

If you have a complaint or concern about the financial advice or the service you have received from an Apex Home Loans Financial Adviser, please tell us as soon as possible.

Phone: 0275278136
Email: complaints@aphl.co.nz

When we receive a complaint:

  • We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
  • If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint
  • We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so.

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external disputes resolution scheme, Financial Services Complaints Limited.  Financial Services Complaints Limited provides a free and independent dispute resolution service that may help to resolve your complaint if we haven’t been able to do so to your satisfaction.

To contact Financial Services Complaints Limited

Phone: 0800 347 257
Email: complaints@fscl.org.nz
Address: PO Box 5967, Wellington 6140
Website: www.fscl.org.nz

Our Duties

Apex Home Loans and our advisers 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.
  • exercise care, diligence, and skill.
  • meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services.
  • meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services

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