# HL-Q031: Borrower journey I recently moved my mortgage to a new lender, but getting answers about the loan has been frustrating. What should I do to get someone to help? Borrower: Homeowner considering a switch [Study](https://nzbrands.ai/research/banking/home-lending/) · Collected 11 October 2026 ## chatgpt Answer ID: 9c78179c-9d64-43f4-80d6-eb7df38512bf If you've recently moved your mortgage to a new lender in New Zealand and you're struggling to get clear answers, you don't have to keep chasing different people without getting anywhere. The best next step is to make a formal complaint to your new lender and ask for someone with authority to resolve the issue to take ownership of your case. There are several steps you can take, depending on how the lender responds. ## What to do next 1. Contact the lender's complaints team. Rather than repeatedly contacting your usual contact centre or mortgage adviser, ask for the formal complaints process. Explain that you've made repeated attempts to get answers about your loan and haven't received satisfactory help. 2. Put everything in writing. Include the date your mortgage transferred, the questions you've asked, when you've contacted the lender, and any responses you've received. Be specific about what you need answered. 3. Ask for a named person to manage your case. Request a written response, a clear timeframe, and escalation to a senior staff member if the issue cannot be resolved by the person handling it. 4. Escalate externally if necessary. In New Zealand, banks and other financial service providers generally belong to an approved independent dispute resolution scheme. If the lender's internal complaints process doesn't resolve your issue, you may be able to take it to that scheme at no cost. ## Who can help you in New Zealand? - If your new lender is a bank: Contact the [Banking Ombudsman Scheme](https://www.bankomb.org.nz/make-a-complaint). It offers free, independent help with eligible banking complaints. You can call 0800 805 950. [Make a complaint](https://www.bankomb.org.nz/make-a-complaint)[The complaints process](https://www.bankomb.org.nz/the-complaint-process) - If your lender is a non-bank lender: Ask which approved dispute resolution scheme it belongs to. You can also start with the government's [guide to complaining about a financial service provider](https://www.govt.nz/browse/consumer-rights-and-credit-record/how-to-complain/complain-about-your-financial-service-provider/). [Complain about your financial services provider](https://www.govt.nz/browse/consumer-rights-and-credit-record/how-to-complain/complain-about-your-financial-services-provider/)[Disputes and consumer protection](https://www.fma.govt.nz/consumer/everyday-finance/disputes-and-consumer-protection/?stage=Live) If the problem is with the mortgage broker who arranged the switch, rather than the lender itself, you can complain about the broker separately. ## A message you can send to your lender Email Subject : Formal complaint – mortgage servicing and communication Dear Complaints Team, I recently transferred my mortgage to your organisation, but I have been finding it difficult to obtain clear and timely answers to questions about my loan. I have made attempts to get assistance, but I still do not have the information or support I need. This has been frustrating, particularly as I expected the transition to a new lender to come with clear communication and accessible customer service. I would like this email to be treated as a **formal complaint**. Please arrange for a suitably experienced person to take ownership of my case and provide clear written answers to my outstanding questions. Please also confirm the next steps, when I can expect a response, and who my point of contact will be going forward. I would appreciate acknowledgement of this complaint and a clear plan for resolving these concerns. Kind regards, [Your name] ## Let me help you work out the best route Which lender did you move your mortgage to, and what sort of answers have you been struggling to get? For example, are you having trouble understanding your repayments or interest rate, getting information about your loan structure, or simply getting anyone to respond? If you tell me that, I can help you identify the most appropriate person or complaints channel to approach. --- ## gemini Answer ID: e7fdf7bf-5bf5-4f2c-afd9-dde27257a593 Dealing with poor communication or unresponsiveness from a new mortgage lender can be frustrating, especially when you are trying to understand your loan terms, repayments, or account setup. To help you get the answers and support you need, here is a structured action plan to escalate the issue effectively: ## 1. Lodge a Formal Internal Complaint * **Action:** Contact the lender in writing (via email or their secure online messaging portal) rather than just calling. State clearly that you are making a **formal complaint** and request a written acknowledgment. * **Details to Include:** Outline your loan account number, a clear timeline of when you reached out, who you spoke to, and the specific questions or documents you are still waiting on. * **Deadline:** Under New Zealand banking regulations and internal dispute processes, lenders are required to acknowledge and address complaints within specific timeframes. Ask for a definitive response timeline (usually within 5 to 10 working days). ## 2. Involve Your Mortgage Broker (If Applicable) * **Action:** If you used a registered financial adviser or mortgage broker to secure the switch, contact them immediately. * **Details:** Brokers have dedicated relationship managers and back-channel communication lines with bank lending teams that are often faster than public customer service queues. * **Deadline:** Reach out to your broker today to have them intervene on your behalf. ## 3. Escalate to an External Dispute Resolution (EDR) Scheme * **Action:** If the lender fails to respond or resolve your issue within two months, or if you receive an unsatisfactory final response, you can escalate the matter to their designated external dispute resolution scheme. * **Details:** Most mainstream banks and lenders in New Zealand belong to the **Banking Ombudsman Scheme** (or alternative schemes like FSCL). These services are completely **free and independent** for consumers. * **Next Step:** You can contact the Banking Ombudsman at **0800 805 950** or via `bankomb.org.nz` for guidance or to initiate an early resolution service. --- > **Tip:** Keep a meticulous paper trail. Document every phone call with the date, time, name of the representative, and a brief summary of what was discussed. This record will be essential if you need to pass the issue on to a dispute scheme. Would you like help drafting a formal email to your lender to prompt an urgent response? --- ## ai-mode Answer ID: 73099133-4fb4-46c2-a43d-d8a6cb0a2b0e Moving a mortgage should be an exciting milestone, so hitting a brick wall of poor communication is understandably frustrating. To get traction and cut through the customer service queue, you can follow a structured escalation path within New Zealand’s banking framework. * * **Contact Internal Dispute Resolution (IDR) / Complaints Team** : If regular frontline staff or your mobile mortgage manager are ghosting you or giving the runaround, bypass them by finding your lender's formal internal complaints department. You can usually find this on their website under "Resolving a Complaint" or "Feedback". Put your concerns in writing (email is best) detailing your loan number, the exact questions or issues unresolved, and what outcome you want. Lenders are required to have a structured internal process. [New Zealand Government] * **Request a Dedicated Contact** : When you reach the internal complaints team, explicitly request a single, dedicated point of contact (like a case manager or senior resolution specialist) so you are not repeating your story to a different person every time you call. * **Escalate to an Independent Dispute Resolution Scheme (IDRS)** : If your lender doesn’t resolve your complaint or fails to respond within a required timeframe (usually two months in New Zealand), you can take it to their free, independent dispute resolution scheme. Most registered banks belong to the [Banking Ombudsman Scheme](https://www.bankomb.org.nz/), while non-bank lenders might belong to [Financial Services Complaints Limited (FSCL)](https://fscl.org.nz/) or [Financial Dispute Resolution Service (FDRS)](https://www.fdrs.org.nz/). Threatening or mentioning an escalation to their external dispute scheme often prompts lenders to move quickly. [New Zealand Government] * **Involve Your Mortgage Broker (If you used one)** : If you used a mortgage broker to facilitate the switch to the new lender, lean on them. Brokers have back-channel B2B contacts, BDMs (Business Development Managers), and relationship executives at the lending institution who can flag your file internally and force a callback from someone competent. * If you'd like, let me know: * **The type of lender** (a registered major bank vs. a non-bank/credit union) * **What specific answers** you're waiting on (e.g., fixed rate setup, offset facilities, or cashback payment) I can help you draft a formal escalation message or guide you on the exact timeframe to expect. --- ## ai-overviews Answer ID: 5ace5254-98ba-44fd-9f5a-0510f78a358a If your new mortgage lender in New Zealand is leaving you in the dark, you have standard consumer rights to enforce. Financial service providers in New Zealand are legally required to resolve customer issues effectively under the Code of Banking Practice. Here is the exact step-by-step pathway to get the attention and answers you need. 1\. Lodge a Formal Complaint (The Fast Track) Standard customer service helplines often result in long wait times and unhelpful answers. You need to bypass general support and trigger their **internal dispute resolution process**. * **Call it a "Formal Complaint":** When you email or call, use the exact phrase _"I wish to lodge a formal complaint regarding a lack of disclosure and communication."_ Under NZ regulations, lenders must fast-track anything explicitly labeled a complaint. * **Put it in writing:** State clearly what information you need (e.g., final loan structure documents, settlement breakdowns, or interest rate confirmations). * **The 2-Month Deadline:** Once a formal complaint is logged, your lender has a maximum of **2 months** to resolve it or issue a "deadlock" letter. Often, just starting this process will cause a senior staff member to contact you directly to resolve the issue quickly. 2\. Check Your Free Escalation Option If your lender ignores your formal complaint or fails to resolve it to your satisfaction within 2 months, you can escalate the matter to an independent watchdog for free. Every legal lender in New Zealand must belong to one of four approved financial dispute resolution schemes. Dispute Scheme| Who They Cover| Contact Info ---|---|--- **Banking Ombudsman Scheme (BOS)**| All major NZ banks (ANZ, ASB, BNZ, Westpac, Kiwibank, etc.)| 0800 805 950 **Financial Services Complaints Ltd (FSCL)**| Many non-bank lenders, credit unions, and building societies| 0800 347 257 **Insurance & Financial Services Ombudsman (IFSO)**| Specific registered non-bank lenders and insurers| 0800 888 202 **Financial Dispute Resolution Service (FDRS)**| Alternative non-bank financial providers| 0508 337 337 _To find out exactly which scheme your specific lender belongs to, look up their company name on the publicFinancial Service Providers Register (FSPR)._ 3\. Talk to Your Mortgage Broker or Solicitor * **If you used a mortgage broker:** Reach out to them immediately. Brokers have dedicated business development managers inside the banks and non-bank lenders. They can often bypass customer customer queues to get answers within 24 to 48 hours. * **Contact your conveyancing lawyer:** If you need specific legal documents regarding the final title transfer or mortgage registration details, your solicitor will have copies from the day the loan settled. To help point you in the right direction, **which lender** did you move your mortgage to, and what **specific information** are they withholding from you?