Disclosure

Licensing information

The Advice Hub Limited (FSP686792) holds a full license issued by the Financial Markets Authority to provide financial advice.

Contact Details

You can contact us at:
Phone: 0800 806 806
Email: admin@tah.co.nz
Address: 139 Great South Road, Greenlane, Auckland, 1051

Types of Advice

The Advice Hub provides advice to our clients about their investments, mortgages, life insurance and health insurance.


The Advice Hub provides advice to our clients about their investments, mortgages, life insurance and health insurance.


Any financial advisers we engage to provide you with financial advice are qualified to provide personalised advice on:

  • Personal Insurance
  • KiwiSaver
  • Investment products
  • Mortgages
  • Personal Lending

We only provide financial advice about products from certain providers.
Our KiwiSaver and Wealth product providers are:

  • Consilium Platform
  • ANZ OneAnswer
  • Superlife KiwiSaver
  • Superlife Investments
  • Booster
  • Generate
  • Select Wealth


Our Mortgage and Personal loan providers are:

  • ANZ
  • BNZ
  • ASB
  • Westpac
  • AIA/Sovereign
  • The Co-operative Bank
  • SBS
  • Avanti Finance
  • Bluestone Mortgages
  • Resimac
  • Pepper Money
  • Basecorp Finance
  • Cressida Capital
  • General Finance
  • Liberty Financial
  • Unity Money (formely NZCU Baywide)
  • Prospa NZ
  • Heartland Bank
  • Southern Cross Partners
  • DRR
  • First Mortgage Trust

Our Insurance providers are:

  • AIA
  • PartnersLife
  • Cigna
  • Fidelity
  • NIB
  • Accuro
  • Southern Cross

Fees

The actual fee charged to you will depend on the nature & scope of advice or service we provide.

In most scenarios, our providers pay us commissions to provide you with advice in relation to acquiring new and/or maintaining existing financial products. With some Non-bank lenders, we also charge a fee in addition to or in lieu of receiving commission. We will discuss and agree any actual fees with you before we proceed and will explain how they are payable.

What commission we do receive for Mortgages and Insurance is often subject to a clawback period of up to 28 months from the date your lending is drawn down or your insurance policy is issued. If you completely repay your lending or cancel your insurance policy within that period, we may have to repay some or all of the commission we make.

If such a situation arises AND we receive a "clawback" on the commission we make, we reserve the right to charge you a fee to cover the time spent on your lending or insurance application. This fee shall be based on a rate of $200 per hour, up to a maximum of $2,000 OR the amount of the clawback from the provider. We will invoice you for this fee and it will be payable on the 20th of the month following the cancellation of your policies. Details of how to make payment will be included on the invoice.

That said, we will only charge you where it is fair and reasonable to do so. For example, if you have sold your property and repaid your loan as a result of financial hardship, we shall not charge.

Further to the above, some lenders may charge you an application fee for your application. We will advise you if this will be the case.

Third Party Expenses

In some scenarios, you may be required by the lender or insurer to engage third parties to act in relation to your application. These parties can include Doctors, medical specialists, valuation providers, builders, accountants, lawyers and more. We can advise estimates as to what these costs usually are as relevant to your application but these will vary depending on who you engage and the scope of work required.

Commissions

For services in relation to insurance products, some investment products and loan products, commissions may be paid by the product provider as follows:

Life Insurance

For life insurance and health insurance, The Advice Hub Ltd receives commissions from the insurance companies on whose policies we give advice. If you decide to take out insurance, the insurer will pay a commission to The Advice Hub. The amount of interest is based on the amount of the policy's annual premium. This can be both initial commission and ongoing commission (an ongoing payment which is paid for to the adviser for providing advice/servicing the policy in the long-term).

Mortgages

For mortgages, The Advice Hub Ltd receives commissions from the lenders with whom we arrange mortgages. If you decide to take out the mortgage, the bank will pay a commission to The Advice Hub Ltd. The amount of the commission is based on the amount of the mortgage and can include initial commission (a lump sum paid upfront) and ongoing commission (an ongoing payment which is paid for to the adviser for providing advice/servicing the loan(s) in the long- term).

Some lenders, in lieu of paying ongoing commission, will pay a one-off fee each time your adviser actions any maintenance on your loan for you - such as helping you refix your loan at the end of your fixed term.

KiwiSaver

For some KiwiSaver’s, The Advice Hub Ltd receives commissions from the providers with whom we arrange those products. If you decide to move your KiwiSaver from one provider to one of ours upon our advice, the provider will pay The Advice Hub Ltd a commission. The amount of the commission will be based on the amount of funds being transferred to a maximum of $300. The Advice Hub Ltd may also receive an ongoing commission payment based on the value of your funds invested.

Conflicts of Interest

To ensure that our financial advisers prioritise our clients' interests over their own rather than based on commissions paid, we follow a six-step advice process that ensures recommendations are made on the basis of each clients' goals and circumstances.

Our advice files are subject to external compliance audits to ensure that recommendations are being made with our client's interests at their core. These audits are completed by a reputable compliance adviser and our compliance programme is reviewed annually.

Our Advisers undergo annual training about how to manage conflicts of interest. As a company, we maintain a register of any conflicts of interest including gifts and incentives (such as sporting event tickets, meals out or merchandise we may from time to time receive from providers).

Duties Information

The Advice Hub (and anyone who gives financial advice on our behalf) are bound by the duties of the Financial Markets Conduct Act 2013 (431I, 431K, 431L and 431M) to:

  • Meet the standards of competence, knowledge and skill set out in the Code of Professional Conduct for Financial Advice Services - designed to make sure we have the expertise needed to provide you with advice.
  • Give priority to clients' 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 financial advice.
  • Meet the standards of ethical behaviour, conduct and client care set out in the Code of Professional Conduct for Financial Advice Services - designed to make sure we treat you as we should and give you suitable advice.

Complaints

What should a consumer or client do if something goes wrong?

We are committed to ensuring good customer outcomes and value the ability of our customers to provide feedback when they are not happy with any aspect of the service they have received. 

All complaints are recorded and documented in The Advice Hub ComplaintsRegister and used to identify any trends and implement any required changes in process.

 

Firstly:

Please go directly to your financial adviser or team member. Tell them the issue and see if they can sort it to a result you are happy with quickly and directly.  They are trained and required to document the issue and report it to our internal complaints team.


Secondly:

If you are not completely satisfied with the result or remedy from your financial adviser and feel like you would like to escalate this issue to our internal complaints team please contact us; 

Contact Name FeedbackTeam

E: feedback@tah.co.nz  A: 139 Great South Rd, Greenlane, Auckland,1061 P: 0800-806-806

 

Once the written complaint has been received, if it is determined that it is of a serious nature, we notify our PI insurer and provide them with details of the complaint. They need to be kept up to date in regards to the process that we go through with each complainant.

 

We aim to acknowledge a complaint in writing within two working days of being received.The acknowledgement letter lets the customer know that their concerns are being looked into and outlines the process that will be followed.  It also lets the client know that they can expect a written response, or if this is not possible, an update within 28 working days.

 

We look at the details of the complaint and verify that the version of events or information provided by the complainant align with the documentation held by the business.We don’t make any presumption at this stage as to what the outcome will be. 

 

The steps of the investigation:

  • All documentation relating to the complaint is gathered for review
  • All members of the business involved with any aspect of the complaint are spoken to and asked for their recollection of events. This includes requesting any emails that might be on file that have not been saved to the CRM
  • A timeline of events is created using the documents on hand
  • A factual account of the events relating to the complaint is prepared based on the documentation
  • A decision is made as to the outcome of the complaint based on the details gathered during the investigation

 

Written Response:

A written response is prepared and given to the client. It is structured in three parts:

  • A brief summary of the complaint
  • A summary of what was reviewed when looking into the complaint
  • The outcome of the review and final response 

It also provides details of the Approved Resolution Dispute Scheme and explains that they have the option to escalate the complaint if they are not satisfied with the outcome of the response.

Deadlock

Where the client disagrees with the outcome of the complaint and is not satisfied with the response, they can request a letter of deadlock. 

A letter of deadlock confirms that we are unable to reach an agreement and allows the client to submit their complaint to our dispute resolution scheme so that they can investigate the client's concerns and reach an independent decision as to how it should be resolved. 

Our Approved Dispute Resolution Scheme is:        

FinancialServices Complaints Ltd (FSCL)
FSCL, PO Box 5967, Wellington 6150
Telephone: 0800 347 257

Email: complaints@fscl.org.nz

Website: www.fscl.org.nz