Anyone within our organisation who is not a Financial Adviser is deemed to be a nominated representative of Quantum Financial Advisers and as such can provide the following services to our clients: Liaise between adviser & client; client administration; gather information; client discussions; prepare and submit applications; request rates and information from providers. They cannot offer advice.

Our duties and obligations to you:

We have duties and obligations under the Financial Markets Conduct Act 2013 relating to the way we give advice. We are required to:

• Ensure you understand the nature and scope of service you ask us to provide
• Provide a service and advice that is relevant to this scope of service and suitable to your circumstances and needs
• Listen to your needs, concerns, preferences and to treat you fairly and with respect
• Act with integrity and give priority to your interests and give advice not influenced by our own interests
• Exercise care, diligence and skill in providing you with advice
• Meet the necessary standards of competence, knowledge and skill to provide you with the advice requested
• Ensure you understand our advice and recommendations and any associated risks
• Keep you informed along the way and communicate in a timely, clear and effective manner

This is only a summary of the duties we have; more information is available by visiting the Financial Markets Authority website https://www.fma.govt.nz

How we get paid (Commission):

For Lending: Quantum Financial Advisers is paid a single ‘upfront’ commission for mortgages ranging from 0.45% – 1% of the loan facility, an ongoing (trail) commission for some mortgages ranging from 0.15% to .2% of the loan facility, or a mix of both. This is paid to us by the Lender when arranging finance. For some mortgages Quantum Financial Advisers may also be paid a refix fee of $150 upon rollover of the loans’ interest rate if Quantum Financial Advisers facilitates the refix.

For Personal and Business Insurances: Quantum Financial Advisers and the financial adviser receive commissions from the insurance companies on whose policies we give advice. If you decide to take out insurance, the insurer will pay a commission to Quantum Financial Advisers and your financial adviser. The amount of the commission is based on the premium. We are paid both ‘upfront’ and renewal commission for Insurance cover by the Insurance provider. The upfront commission ranges from 100% to 220% of the annual premium you pay and we will receive renewal commission ranging from 5% to 30% of the annual premium for the life of the policy.

For KiwiSaver: We are paid commission of up to $300 per KiwiSaver fund and up to .40% renewal commission based on the balance per annum.

For Personal Loans: We are paid up to 3.5% of the total value of the personal loan

For Asset Finance: We are paid up to 1% of the total value of the asset finance

For Rural Lending: We are paid up to 1% of the total value of the rural lending.

Fees & Expenses:

For Lending, our advisers will make an initial assessment which is based on the information you provide. If, after assessment, the adviser believes that lodging the loan application will result in a favourable outcome, we will then charge a non-refundable processing fee of $575.00 (including GST) to continue working on your behalf.

Quantum Financial Advisers reserve the right to charge a one-off broker fee of up to 1% of the total value of the lending for work completed for lending clients where the Lender does not remunerate us directly (i.e. if we are sourcing funds from a non-bank lender or for rural lending). This broker fee, if applicable, is in no way associated with any commission Quantum Financial Advisers may earn or commission clawback.

For Budgeting Advice, Quantum Financial Advisers charges an annual fee for more complex plans or on an hourly basis for consultations.

In general, we don’t charge fees for insurance advice.

If you purchase a product through us and cancel it within 28 months and the product provider requires us to pay back the commission received, then we reserve the right to charge you a cost recovery fee equivalent to a reasonable value of the work we have performed in providing that advice. An indication of such a cost recovery fee amount will be advised at the time our advice is provided to you. This cost recovery fee is in no way associated with the processing fee mentioned above.

Conflicts of interest:

To ensure that we prioritise your interests above our own we follow an advice process that ensures our recommendations are based on your objectives, needs and circumstances.

In addition to the payment methods above, from time to time, product providers may also reward us for business we provide to them. They may give us tickets to events, hampers or other incentives.

We also manage further conflicts of interest by:

• Avoiding any production requirements for one product provider
• Having access to a range of product providers
• Using third-party product research as part of our analysis
• Having our processes audited annually by a reputable compliance adviser

Complaints and disputes:

If you are not satisfied with our service or financial advice please tell us as soon as possible so that we can try and resolve this for you to the best of our ability. It is our intention to provide the best possible service we can for our clients and will do our best to try and resolve any complaint received as quickly and effectively as possible.

You can make a complaint by calling Malcolm on 021 552 782 or emailing malcolm@quantum.kiwi. You can also write to us at PO Box 501, Kerikeri.

We will follow our internal complaint process. We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve the complaint immediately.

If we are able to resolve the complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.

We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint we will let you know when you can expect to receive a response to your complaint.

We will contact you by phone, email or letter to let you know whether we can resolve your complaint and how we propose to do so. If we cannot agree on how to fix the issue or if you decide not to use our internal complaints scheme, you can contact our external disputes resolution provider the Financial Disputes Resolution Service (see below). They provide a free and independent dispute resolution service that may help to investigate or resolve your complaint if we haven’t been able to do so in your situation.

Financial Disputes Resolution Service

Freepost 231075

PO Box 5730

Wellington 6145

Tel: 0508 337 337

Email: enquiries@fdr.org.nz