First Rate Mortgages


What should you do if something goes wrong and you are not happy with our service?

Firstly, please tell me if you have a problem, concern, or complaint about any part of our service, so that I can do my best to try and help fix it.

Our complaints process

We have an internal complaints process, and you can contact me by email on:

Or you may wish to forward correspondence to:

Kim Lyons
C/- First Rate Mortgages Ltd & NonBk Ltd
P O Box 314095
Orewa 0946

Or Phone:
Office 09 959 0223
Mobile 021 739922

We will acknowledge your complaint within 2 working days.

We may require additional information about your complaint or be able to advise how we could resolve it.

We aim to resolve all complaints within 15 working days of receiving them. If we can’t, we will contact you within that time frame 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 not agree on how to resolve the issue, or if you decide not to use the internal complaints scheme, you can contact our disputes resolution scheme, Financial Services Complaints Ltd (“FSCL”).

Dispute resolution process

This service will cost you nothing, and will help us to resolve any disagreement. You can contact FSCL at:

AddressLevel 4, Sybase House, 101 Lambton Quay Wellington 6011
Telephone0800 347 257