Important information about our business

Licensing information

Mutual Trust Financial Services Limited, trading as Mutual Trust Capital, holds a Financial Advice Provider licence issued by the Financial Markets Authority to provide financial advice services.

Mutual Trust Financial Services Limited's Financial Service Providers Register number is 387666.

Our contact details

Nature and scope of our financial advice

Our fees

We may charge a fee for our advice and services. Whether a fee applies is decided case by case, depending on your situation. The actual fee charged to you will depend on the nature and scope of the advice or service we provide. We will discuss and agree on the actual fees with you before we proceed, and explain how they are payable.

The fees charged for our advice and services may be based on a set dollar amount, a percentage-based fee, or a combination of both. Our agreed advice and service fees may include charges for initial advice and for ongoing annual advice and services.

Other costs

Where other costs are incurred in the process of providing our advice and services to you, you will be liable for these costs. However, we will agree on all additional costs with you before incurring them.

Clawback fee

If you repay or refinance your loan within 27 months of settlement, the lender may claw back (reclaim) some or all of the commission it paid us. In that case we may charge you a clawback fee equal to the commission the lender claws back, up to a maximum of $3,000. The fee will never be more than the commission we have to repay. No fee applies if we were given the chance to arrange your refinance but couldn't get you an approval. We will explain this fee and agree it with you in writing before we start, and include it in any refinancing cost comparison.

Commissions

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

Conflicts of interest and other incentives

We are here for our clients and to advise you as best we can. Your interests are our priority, although we also have business relationships with product providers.

From time to time our product providers assist us with funding so we can bring our advisers together for conferences and professional development training.

How we manage conflicts of interest

To ensure our advisers prioritise our clients' interests:

• We follow an advice process that ensures our recommendations are made appropriately, based on clients' goals and circumstances.
• All our advisers undergo annual training about how to manage conflicts of interest.
• We maintain registers of conflicts of interest and of the gifts and incentives we receive. These registers are monitored regularly, and additional training is provided as required.
• We undertake an annual independent Compliance Assurance Review.

Our duties and obligations to you

We are bound by the duties in sections 431I, 431K, 431L and 431M of the Financial Markets Conduct Act 2013 to:

• Meet the standards of competence, knowledge and skill set out in the Code of Conduct
• Give priority to the client's interests
• Exercise care, diligence and skill
• Meet the standards of ethical behaviour, conduct and client care set out in the Code of Conduct.

Our internal complaints process

If you have a problem, concern or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.

Our internal complaints manager is Nannak Singh, who can be reached by email at office@mutualtrust.co.nz or by phone on 09 280 7555. Nannak will reply to you within 24 hours.

We will deal with your complaint using our internal complaints handling process:

• We will investigate your complaint by analysing the information you provided us.
• We may contact you to get additional information about your complaint.

We aim to resolve your complaint within 30 days of receiving it, and will advise you in writing of our proposed resolution. If we cannot resolve your complaint within 30 days of receipt (or any additional time you have given us at our request), you can contact the Insurance & Financial Services Ombudsman Scheme (IFSO).

Our external complaints process

If we cannot agree on how to fix the issue, or if you decide not to use our internal complaints process, you can contact our external dispute resolution scheme, the Insurance & Financial Services Ombudsman Scheme (IFSO). This service costs you nothing, and will help us resolve any complaint.