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    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:
Email: complaints@fscl.org.nz
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)

 

 

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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:
Email: complaints@fscl.org.nz
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)

 

 

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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 info@twineadvisers.co.nz
    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:
Email: complaints@fscl.org.nz
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)

 

 

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Conflicts of Interest & Other Incentives

  • Remuneration – Your financial adviser is paid a salary and may receive performance-based bonuses from Twine Financial Advisers Limited.
  • Non-Monetary Benefits – Twine and your financial adviser may receive non-monetary benefits from lenders such as hospitality (e.g. meals or events), corporate gifts or promotional items. These benefits are generally low in value and not contingent on recommending a particular lender.
  • Referral Arrangements – We may refer you to a specialist insurance adviser for personal risk insurance. If you proceed, we may receive a referral fee or share of commission. This does not result in any additional cost to you.

To manage these conflicts, we follow an advice process that ensures our recommendations are made on the basis of each client’s goals, needs 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.

Our objective is to ensure recommendations are made in your best interests.

 

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 info@twineadvisers.co.nz
    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:
Email: complaints@fscl.org.nz
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)

 

 

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Fees Payable

We may charge you a fee based on the type of service we provide (refer to the table below).

 

 Termination of this Engagement

Either party may terminate this engagement at any time by providing a written notice to the other party. Termination will take effect from the date the notice is received, unless otherwise agreed.
If you choose to terminate this engagement and cease working with Twine Financial Advisers, we request that you notify your adviser in writing. This allows us the opportunity to address any concerns and ensure an orderly conclusion of the engagement.

The expiry of any loan pre-approval does not constitute termination of this engagement.

Termination Fee
If this engagement is terminated after we have commenced work on your behalf, a Termination Fee may apply as outlined in the section “Fees Payable”.

Payment of Fees

Invoices are due within 7 days from invoice date. Any fees payable under this agreement, including termination fees or clawback recovery amounts, will become due and payable upon receipt of invoice. 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

  • Remuneration – Your financial adviser is paid a salary and may receive performance-based bonuses from Twine Financial Advisers Limited.
  • Non-Monetary Benefits – Twine and your financial adviser may receive non-monetary benefits from lenders such as hospitality (e.g. meals or events), corporate gifts or promotional items. These benefits are generally low in value and not contingent on recommending a particular lender.
  • Referral Arrangements – We may refer you to a specialist insurance adviser for personal risk insurance. If you proceed, we may receive a referral fee or share of commission. This does not result in any additional cost to you.

To manage these conflicts, we follow an advice process that ensures our recommendations are made on the basis of each client’s goals, needs 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.

Our objective is to ensure recommendations are made in your best interests.

 

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 info@twineadvisers.co.nz
    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:
Email: complaints@fscl.org.nz
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)

 

 

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Our Licensing Information

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

You can contact us at:
Email: info@twineadvisers.co.nz
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:

Mortgages
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, Kiwibank, 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).

KiwiSaver
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, Milford, Fisher Funds, Kernel, Booster and Kōura)

 

 

Mortgage Commission

In most cases, 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 0.90% 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 and 0.20% of your mortgage balance on each anniversary or $150 – $200 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 KiwiSaver advice. If you choose to proceed with a recommended KiwiSaver provider, Twine Financial Advisers may receive:

  • Upfront Commission – Typically between $40 – $300 (depending on the provider)
  • Ongoing Commission – Typically around 0.25% per annum of your KiwiSaver balance (depending on the provider)
  • Fee-for-Service Basis – Some providers operate on a fee-for-service basis, where an ongoing fee (typically around 0.30% per annum) is charged as part of the KiwiSaver management fee (e.g. Kōura and Kernel)

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

Fees Payable

We may charge you a fee based on the type of service we provide (refer to the table below).

 

 Termination of this Engagement

Either party may terminate this engagement at any time by providing a written notice to the other party. Termination will take effect from the date the notice is received, unless otherwise agreed.
If you choose to terminate this engagement and cease working with Twine Financial Advisers, we request that you notify your adviser in writing. This allows us the opportunity to address any concerns and ensure an orderly conclusion of the engagement.

The expiry of any loan pre-approval does not constitute termination of this engagement.

Termination Fee
If this engagement is terminated after we have commenced work on your behalf, a Termination Fee may apply as outlined in the section “Fees Payable”.

Payment of Fees

Invoices are due within 7 days from invoice date. Any fees payable under this agreement, including termination fees or clawback recovery amounts, will become due and payable upon receipt of invoice. 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

  • Remuneration – Your financial adviser is paid a salary and may receive performance-based bonuses from Twine Financial Advisers Limited.
  • Non-Monetary Benefits – Twine and your financial adviser may receive non-monetary benefits from lenders such as hospitality (e.g. meals or events), corporate gifts or promotional items. These benefits are generally low in value and not contingent on recommending a particular lender.
  • Referral Arrangements – We may refer you to a specialist insurance adviser for personal risk insurance. If you proceed, we may receive a referral fee or share of commission. This does not result in any additional cost to you.

To manage these conflicts, we follow an advice process that ensures our recommendations are made on the basis of each client’s goals, needs 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.

Our objective is to ensure recommendations are made in your best interests.

 

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 info@twineadvisers.co.nz

    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:
Email: complaints@fscl.org.nz
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)

 

 

At Twine, we believe that mortgages are valuable financial tools that require strategic management and advice to be used effectively. With the right approach, a mortgage can be leveraged to grow equity & wealth for you and your family.

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