Group 6614-2

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Responsible Lending


We endeavour to ensure consumers are informed, are able to meet their commitments and are offered products which meet their needs and goals.


You are protected by responsible lending laws. Because of these protections, the recommendations given to you are not regulated financial advice (for example, “this home loan").

This means that duties and requirements imposed on people who give financial advice do not apply to these recommendations. This includes a duty to comply with a code of conduct and a requirement to be licensed.



1. Understanding your needs

We aim to do everything we can to understand you and your situation, to make sure any products we offer you meet your needs and goals. We keep all your information confidential, and we have a privacy policy for your peace of mind.

We need to ask questions about your financial situation

Depending on your circumstances, we may ask about your:

  • income or benefits (including whether you have a fulltime, part-time, or casual job)
  • fixed expenses (such as rent, repayment of other debts, child support, and monthly or yearly expenses such as insurance)
  • other expenses that come up from time to time (and any special or unusual circumstances that might change your ability to repay a loan)
  • existing loans and whether your new loan will be used to repay your existing loans
  • credit history
  • personal circumstances, including your age (especially if you are under 18) and the number of people who are financially dependent on you
  • assets and their value (such as a house or car).

We may need to ask for proof about your financial situation

Depending on your circumstances, proof may include:

  • getting a copy of your credit report
  • asking for copies of payslips, tax returns, and bank statements
  • asking to see identity documents (e.g. a passport)
  • with your permission, talking to your employer or accountant
  • asking to see original documents, not just photocopies
  • checking in other ways (with other lenders for example, especially if any information or documents provided do not match).

We will do our best to make sure any product we offer you is suitable for you

Depending on circumstances, we may you ask about:
  • the amount you would like to borrow
  • the date you need the money and how long you need it for
  • what you need the money for
  • the type of loan that would suit you best.


2. Deciding if the loan is right for you

We need to satisfy ourselves that you are able to repay a loan.
We may decide not to give you a loan if we believe that:
  • you would be unable to repay the loan
  • you would find it extremely hard to repay the loan
  •  the type of loan will not meet your needs or goals.

3. Making sure you understand


We will:
  • do our very best to make sure you understand everything about the loan, including your rights and responsibilities, before you sign a contract
  • give you fair terms and conditions, including clearly explaining interest rates, fees and repayments
  • make fair decisions about the property being used as security for your loan
  • make sure that any property used as security for your loan is clearly described in your loan documents and is understood by you
  • make sure you understand the risks that come with having a loan, and the result of not repaying it, which might include repossession or the sale of any property you provide as security
  • give you this information at the time you apply for the loan.


4. Helping you if things go wrong


If you are having trouble paying your loan you should contact us as soon as possible.
We will:
  • treat you reasonably if you miss payments. This may include renegotiating the terms of your loan where it is possible to do so
  • work with you to find solutions if you are having problems with your money, or suddenly face hardship. This may include referring you to someone who can give you advice about how best to manage your money
  • refer you to a budget advisor and work with the budget advisor if you ask for that
  • help you to deal with any social service provider (such as Work and Income New Zealand) if you ask for that
  • make sure that, if your property has to be repossessed, you are treated fairly, remembering that the lender also has a right to be repaid. Being treated fairly includes:
    • making reasonable efforts to tell you about other payment options before the property is repossessed
    • repossessing only the property named as security in the loan contract
    • treating you and your property with dignity and
    • making sure the repossession agents also treat you fairly.


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Loans & General Enquiries:

  0800 11 22 74


Savings & Deposits:

  0800 11 22 75