Important information about our business

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

On settlement of a loan, we usually receive a commission payment from the applicable lender.

The commission is generally of an upfront commission payment, but we may also receive an ongoing trail commission payment. The upfront commission is calculated as a percentage of the loan at drawdown. A trail commission is calculated as a percentage of the loan outstanding at the relevant time.

We may also receive a fixed rate roll over fee from the applicable lender if we assist in refixing your loan.

If there are any variations to these percentages or other commission payments that may apply, specific to your loan application, we will disclose this to you as part of our advice process.

We may also receive a referral fee or commission payment if we refer you to our referral partners listed above. We will give you more information about how that referral fee or commission is calculated, before proceeding.

From time to time, we may receive incentives or rewards from lenders. For example, they may provide us with gifts, tickets to events or other incentives.

The commission is typically between 0.55% and 0.85% of the value of the loan. The amount will depend on the bank and the type of mortgage you choose. We may also receive an ongoing commission (known as a trail) of between 0% and 0.2% of the remaining loan balance, each year.

We are here for our clients and to advise you as best we can. Your interests are our priority

although we do have business relationships with product providers also. For example, from

time to time our product providers assist us with funding so we can bring our advisers

together for conferences and professional development training.

We manage the conflicts of interest arising from these commission payments by:

• Following an advice process that ensures we understand your needs and goals so that we always recommend the best product for you regardless of the type and amount of commission we will receive.
• Ensuring the amount of any loan is in accordance with your identified needs.
• Providing you with the table below showing commission rates and types by lender
• Undertaking regular training on how to 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 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.

We are bound by the duties of the Financial Markets Conduct Act (431I, 431K, 431L and

431M) to:

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

If you have a complaint about any part of our advice or service which we gave you, please

call us to lodge a complaint so that we can try to fix the problem.

You can contact our internal complaints service by:

• by phoning us directly
• by sending us an email to Preeti Prasad on preeti@moonstone.co.nz and we will reply to you within 24 hours.

Our internal complaints handling process is as follows:

1. We aim to acknowledge receipt of this within 24 hours.
2. We will then record your complaint in our Complaints Register and will work with you to resolve your complaint.
3. We may want to meet with you to better understand your issues.
4. We aim to provide an answer to you within 10 working days of receiving your complaint. If we cannot agree on a resolution, you can refer your complaint to our external dispute resolution service.
5. This service is independent and will cost you nothing and will assist us to resolve things with you.

If you are not satisfied with how we addressed or resolved your complaint, you can contact the Financial Services Complaints Limited. They are an independent dispute resolution

service that costs you nothing to use and will help us resolve any disagreements or finalise outstanding complaints.

Their contact details are:

Financial Services Complaints Limited

complaints@fscl.org.nz

0800 347 257

I am bound by and support the duties set out in the Financial Markets Conduct Act 2013.

These duties are to:

• Meet the standards of competence, knowledge, and skill set out in the Code of Professional Conduct for Financial Advice Services (Code).
• Give priority to my client’s interests.
• Exercise care, diligence, and skill.
• Meet the standards of ethical behaviour, conduct, and client care set out in the Code.

Its important that you provide accurate and timely information. You also have a need to advise us of any significant matters or changes that then lenders should be made aware of making their decision.

This information can be provided in hardcopy upon your request.