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:

Address: Level 4, Sybase House
101 Lambton Quay Wellington
P O Box 5967, Wellington
Telephone Number: 0800 347 257
Email Address hidden email address

“The team at First Rate Mortgages have looked after our financing, purchases, and new builds for 10 years now. We like the friendliness, personal touch, and professionalism of the team there, and would highly recommend them to anyone thinking of purchasing a home or refinancing.”

Paulette and Murray

“Raymond was wonderful from start to finish with what initially I thought could be very difficult due to circumstances. I can not thank him enough for all his help and recommend him very highly! When we buy again, we will be asking Raymond to assist us again.”


“From day one Allan was fantastic to deal with and help both my wife and I throughout the whole process of buying our first home. After being overlooked by so many banks and other Mortage Brokers Alan gave our family hope of finally owning our own home. We are ex aucklanders that have moved to the sunny Hawkes Bay with our young family of two children. I would recommend Alan to any one who is looking at getting onto the property ladder and wish him all the best.”


“Excellent service from Yvonne and Kim from start to finish. Nothing was ever too much for them and the service first class. Thank you for making this process so stress free and easy to understand.”

Jacqui Lumb

“I give the highest rating possible to First Rate Mortgages Ltd. I have been poorly treated by the banking community recently. The staff of First Rate Mortgages were incredibly professional and dedicated to getting me a timely loan and quality mortgage experience. I received a $200,000 loan and First Rate Mortgages helped me through all of the challenges and quickly got my new mortgage in place and to my complete satisfaction. Give them a try -- you won't be disappointed.”

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