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Complaints

If a complaint is received we will handle this in a professional, fair and timely manner in accordance with our Complaints Handling Policy.

Our internal complaints manager is Paul Michaelsen, who can be reached via email at paul@hbmi.co.nz or 027 747 2856

You can lodge a complaint by any of the following methods:

By Post

Hawkes Bay Mortgage & Insurance Limited
PO Box 8517
Havelock North 4130

By Phone

027 747 2856

By Email:

paul@hbmi.co.nz

By Online Form:

Please download our pdf complaints form here then complete and return via email or post as per the above details.

On receipt of your complaint we will follow our internal complaint process:

  • We will respond to your complaint and may request you respond to an email with questions about your complaint and/or complete a complaint form if not completed online.
  • When you reply to our questions about the complaint or return the complaint form we will acknowledge your complaint within 2 working days if practical and provide you our Complaint Disclosures and record the complaint in our complaints register.
  • We will seek to understand your complaint.
  • We will aim to resolve your complaint within 7 working days. If we cannot meet this time frame we will contact you to let you know we need more time to consider your complaint and provide you with a realistic timeframe.
  • We will contact you by phone or email to let you know we can resolve your complaint and how we propose to do so.
  • We will action any resolution agreed and record the outcome of your complaint in our complaints register.

Contact Us

You can contact us with the short form below or the details on the right or below.

Testimonials

Paul recently helped us secure lending to purchase a holiday home. Having always dealt direct with the bank, we quickly realised what a good decision it was to engage Paul! Paul made the whole process so simple, easy and stress free. He was also contactable, communicated clearly and quickly and was professional is every aspect. We will definitely engage Paul again in the future and will recommend him to everyone. Thanks Paul for all your help.
Anna
I would highly recommend Paul as a mortgage broker. My real estate agent put me in contact with Paul. Knowing that we had never bought a house before, and was I was nervous, we required the best help and advice to navigate the process and feel confident. Buying a house is such a big step. There is a lot of steps and process, we found Paul’s experience and guidance just made everything easier. Paul is extremely helpful, efficient, experienced, and knowledgeable. Paul provided an insight into the economy and how this was determining the interest rates in both the short and long term. Anyone seeking a mortgage broker I will be recommending Paul.
Chris
We were recommended to use Paul and we are so glad we took that recommendation! He has been amazing through our very long process of getting our loan to renovate our existing home. His patience, professionalism, advice and support has made this journey so much easier for us and can't thank him enough. He is easy to work with, always there to answer questions and nothing is ever a problem. We would recommend Paul to anyone that is wanting the best result that is available out there. Thanks for everything Paul.
Steve and Tania
We just went unconditional on our first home yesterday and are so pleased we chose Paul as our mortgage broker. He walked us through the whole process, answered all our questions and made the process of getting a mortgage so much smoother and easier than we expected! He is super helpful, communicates well, is highly responsive and easily contactable. We took a little while to decide on a house we were keen on and didn’t feel any pressure from him to jump into the housing market when we weren’t quite sure or ready. Thanks Paul for all your help and support!
Ben and Tui
Paul's knowledge and skill is second to none. He comes from a banking background and understands what the banks are wanting so he is the perfect liaison between the customer and the banks. He also went beyond the call of duty and keep working hard on reapplications (3!) to the bank when the covid world slowed the start of the build down. If you need an A1 Mortgage Adviser that you can have faith, trust and confidence then Paul is your man.
Paul Garland
This is the second time we have used Paul from HBMI. Paul helped us buy our first home and then 12 months later he helped us upgrade into a second house. He has made both times so easy by doing all the hard work for us and finding us the best option that suits our needs. Paul has been absolutely brilliant to deal with and we both highly recommend him and his firm to anyone who is looking for a honest adviser.
Annelise & Adam Lawson

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