Complaints & Disputes

We’re always looking for ways to do better. If something’s gone wrong, we want to know, whether it’s about our advice, our service, or how we’ve handled a complaint.

• make a complaint online [here]
• email [complaints@lambton.co.nz] and tell us what happened and how you’d like it put right. Attach any documents or emails that help explain it
• talk to your adviser
• or call us on 020 4094 6120

When we receive your complaint, we will:

• acknowledge it within 2 working days and tell you how we’ll handle it
• look into what happened and gather the information we need
• aim to resolve it within 5 working days
• if it’s more complex, keep you updated and give you our full response within 20 working days

If we talk it through with you by phone or in person, we’ll always follow up in writing.

If we can’t resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL). FSCL is an independent, not-for-profit dispute resolution service approved by the Minister of Consumer Affairs. Its role is to investigate and fairly resolve complaints, and its service is free. It won’t cost you anything.

• Website: fscl.org.nz
• Phone: 0800 347 257
• Email: complaints@fscl.org.nz
• Post: FSCL, PO Box 5967, Wellington 6140

Lambton Mortgages Limited (FSP1002302) is a member of FSCL.