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Our Licensing Information

Twine Financial Advisers Limited (FSP711354) is licensed by the FMA as a Financial Advice Provider (FAP).

You can contact us at:
Phone: 021391914
Address: 14/33 Apollo Drive, Rosedale, Auckland 0632

We encourage you to read the important information below. It may help you decide whether your financial needs may be met by engaging with us.

Nature & Scope of our Advice

Our Services

Twine Financial Advisers and our financial advisers provide financial advice in relation to the following types of products:

Our financial advisers are an accredited with the following approved mortgage providers. We will recommend products provided by these providers based on your financial situation and goals.

(ANZ, ASB, BNZ, Westpac, Avanti Finance, Bluestone, Cressida Capital, DBR, Liberty Finance, Heartland Bank, The Co-Operating Bank, Pepper Money, SBS, Sovereign, NZCU, TSB Bank, Resimac, SELECT, ASAP Finance).

Only a select few of our financial advisers are accredited to provide KiwiSaver advice. They can recommend products provided by these providers based on your financial situation and goals.

(Generate KiwiSaver, JUNO and Kōura)


Conflicts of Interest, Commissions & Incentives

Mortgage Commission

We do not charge you a fee if you decide to take a loan with us. The lender may pay us a commission if you decide to take up our advice and when your loan settles.

We may receive commissions from the lender in two ways:

1. UPFRONT COMMISSION – For the settlement of your loan, we may receive an upfront commission between 0.55% and 0.85% of the initial mortgage balance or amount funded from the lender.

2. TRAIL/REFIX COMMISSION – For the maintenance of your loan including loan refixes, we may/will also receive between 0.15% to 0.20% of your mortgage balance on each anniversary or $150 for any refixes completed at ANZ or ASB Bank.

The commission that your Twine adviser receives is shared with Twine Financial Advisers Limited for providing with compliance support, training, and back-office support.

A full schedule of all providers and their commission rates and clawback policies is available on request.

KiwiSaver Commission

There is no cost to you for this advice, however, if you choose to join Generate or Kōura; Twine Financial Advisers will receive a facilitator or introduction fee.

A full schedule of all providers and their commission rates is available on request.

Fees, Expenses and Other Amounts Payable

We may charge you a fee for the following services we provide:


Commission Clawback

Twine Financial Advisers are paid by the lender when a mortgage is drawn down. If that mortgage is discharged (repaid and closed) within a short amount of time – typically 28 months; Twine Financial Advisers must repay some or all of the commission back to the lender (often referred to as a clawback). In this instance, we have essentially done the work for no pay.

To make sure that Twine Financial Advisers are fairly compensated for the services originally provided to you, we reserve the right to on-charge the commission clawback to you. The commission clawback will be the lower of; the actual value of the commission clawback (which can be up to 0.85% of the value of the loan) or $4,000.

We have capped the clawback amount to $4,000 as this is based on the average time our Twine advisers spend on client files to provide financial advice, submit a loan application and to obtain a pre-approval at an hourly rate of $200.

We may charge you a commission clawback in the following events:

  1. If your loan is refinanced to a new lender (less than 28 months) and Twine Financial Advisers is not given the opportunity to arrange the finance. (E.g. it was refinanced through another mortgage adviser or you refinanced directly with the lender); or,
  2. If you’ve sold the property and/or the loan is repaid within the clawback period (less than 28 months); or,
  3. If you’ve repaid the loan in full within the clawback period (less than 28 months)

We may not charge you a clawback recovery fee if you give Twine Financial Advisers the opportunity to secure new lending or refinancing for you, or if we charged you an upfront Service Fee for arranging the original loan. Twine Financial Advisers will send you an invoice. You agree to pay the invoice within 7 days from invoice date.

Before you refinance, sell your house or repay your loan, please talk to your Twine adviser and discuss if any clawback fees will be charged.


Termination of this Engagement

Either party may terminate this engagement at any time by providing a written notice to the other party. If you decide to terminate this engagement and no longer work with Twine Financial Advisers, we ask that you provide a written notice to your Twine adviser so that they can review and rectify any issues or concerns, if any. We appreciate any comments or feedback from you so we can continue to improve our services.

Expiry of the pre-approval does not constitute the engagement between the client and Twine Financial Advisers as being terminated.

Termination fee will be based on the milestones we have achieved for you. If you then decide to; withdraw the application, deal directly with the lender or go to another mortgage adviser, then a Termination Fee will apply based on the milestone obtained as per the Fee schedule in the section “Fees, Expenses and Other Amounts Payable”.


Invoices are due within 7 days from invoice date. If the invoice remains unpaid, we reserve the right to charge interest on any amount which is unpaid after the due date at rate equal to the official cash rate plus 2% per annum calculated on a daily basis.

If the invoice remains unpaid, you will be liable for all reasonable costs incurred by us in recovering unpaid accounts.

Conflicts of Interest & Other Incentives

Twine Financial Advisers pays your financial adviser a salary plus potential commissions. Twine and your financial adviser may receive indirect benefits from lenders such as business lunches, hampers, tickets to events or corporate promotional merchandise.

Twine may also receive a referral fee indirectly for the placement of insurance products for you (Personal Risk Insurance) if a referral is made to a specialist insurance adviser.

We recognize that the above commissions and incentives may create conflicts of interest for Twine and your financial adviser. To manage these conflicts, we follow an advice process that ensures our recommendations are made on the basis of each client’s goals and circumstances. Twine undertakes compliance audits of your financial adviser, who undergoes specialized training in this area. Twine also annually audits our conflicts of interest compliance framework.


Complaints Handling & Disputes Resolution

Our Internal Complaints Process

If you have a problem, concern, or complaint about any part of our service, please let us know in writing so that we can try to fix the problem or concerns in a fair, timely and transparent manner.

You can make the complaint through either the following methods:

  1. By sending an email to your Twine Adviser
  2. By sending an email to
  3. By logging into your Trail client portal and pressing on the “Make a Complaint” button on the bottom right of the page.

When we receive a complaint, we follow an internal complaints procedure to ensure we address the issue:

  1. Acknowledge your complaint within 2 working days.
  2. Inform you how we will address the complaint.
  3. Gather any information that will help us resolve the complaint.
  4. Aim to resolve the complaint within 10 working days.

If we cannot resolve the complaint within this timeframe, we will contact you within that time to let
you know we need more time to consider your complaint.

Our External Complaints Process

If you are not satisfied with how we addressed or resolved your complaint, you can contact Financial Service Complaints Limited.

They are an independent dispute resolution service, it is a free service and will help us resolve any disagreements or finalise outstanding complaints. Their contact details are:
Phone: 0800 347 257
Postal: PO Box 5967, Wellington 6140

Our Duties

Twine Financial Advisers Ltd and our financial advisers have duties under the Financial Markets Conduct Act 2013 relating to the way we give advice.

We are required to:

  1. Give priority to the clients’ interests by taking all reasonable steps to make sure our advice isn’t materially influenced by our own interests
  2. Exercise care, diligence, and skill in providing you with advice;
  3. Meet the standards of competence, knowledge and skill set out in the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we have the expertise needed to provide you with advice)
  4. Meet the standards of ethical behaviour, conduct, and client care set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should, and give you suitable advice)