The nature and scope
of the advice we provide.

SERVICES WE PROVIDE

At Roost, our financial advisers (we) arrange approvals for new loans, negotiate rates and terms, advise on lending structure and arrange loan documentation so that the loan can be settled.

We also review, renegotiate and restructure existing loans whether they be loans we arrange, or loans that pre-date our engagement.

We can also introduce you to other specialists to provide you with advice in areas outside of our expertise.

The financial advice products we advise on

We provide advice to our clients about the following financial advice products:

1. Home loans, whether that be

  • A new loan or one you already have, and whether it be for
  • A first home, or a next home
  • An investment property
  • A property that is existing or is yet to be constructed
  • A renovation or addition to a property
  • Your retirement
  • An investment

2. Commercial or development loans

3. Business loans

4. Asset loans

5. Personal loans

The financial advice product providers we work with

  • ANZ
  • AMP
  • ASAP Property Finance Specialists
  • ASB
  • Asset Finance
  • Avanti Finance
  • Basecorp Finance
  • BNZ
  • China Construction Bank (NZ) Ltd
  • Cressida Capital
  • Conrad Funds Management Limited
  • DBR Property Financiers
  • First Mortgage Trust
  • Flexigroup
  • General Finance
  • Funding Partners
  • Heartland Bank
  • Liberty Finance
  • Unity Credit Union
  • Midlands Mortgage Trust
  • NZ Mortgages & Securities Limited
  • Pepper Money
  • Prospa
  • Zip Business
  • SBS Bank
  • Southern Cross Partners
  • Sovereign Home Loans
  • The Cooperative Bank
  • TSB Bank
  • Westpac
  • Kiwibank

The referral partners we work with

We believe in specialisation. That’s why we stick to providing advice on loan products. We don’t provide advice about other financial advice products such as insurance, investments (including KiwiSaver), or in other specialist areas such as international money transfer, pension transfers, accounting, valuation and legal services. We can assist in these areas via our referral partners, some of whom are listed below. A number of these referral partners pay us a referral fee, which we will disclose to you when we make the referral.

  • Maddison Financial Services
  • Rothbury Insurance Brokers
  • Tower
  • XE Money Transfers
  • UK Pension Transfers
  • Select Asset Finance and Loanspot
  • Motor Trade Finance (MTF)

This schedule explains how personal information may be exchanged between us and third parties in connection with providing mortgage, lending, referral, and related financial services.

Unless otherwise stated, disclosures may include client personal contact details where reasonably necessary to facilitate communication and the delivery of services requested by the client.

1. Lenders, Funders & Credit Providers

We work with a range of banks, non-bank lenders, private lenders, and specialist funders to arrange finance for our clients.

Examples include:

Information exchanged
We may share: Client identity information, contact details, financial information, assets and liabilities, income and expenses, credit history, supporting documents, and loan purpose.
We may receive: Credit decisions, conditional approvals, loan terms, pricing information, servicing details, and requests for further information.

Purpose
To assess suitability for lending, arrange finance, facilitate credit decisions, administer approved lending, and provide mortgage advice and services requested by the client.

Legal basis
Privacy Act 2020 – information collected directly from the individual for a lawful purpose and disclosed where necessary to provide requested services.

How individuals are notified
Our Privacy Policy (available on our website), Scope and Engagement Document, Client Authority and Declaration Document, and this Schedule.

2. OpenBanking & Data Aggregation

Akahu

Information exchanged
We may request access using a client authorisation token.
We may receive banking transaction data, account balances, income verification data, and bank statements, as authorised by the client. Bank statements and transaction summaries may then be provided to lenders as part of a loan application.

Purpose
To efficiently obtain and verify income, expenses, and bank statements, and to support loan applications submitted on behalf of the client.

Legal basis
Privacy Act 2020 – express consent and authorisation provided by the client.

How individuals are notified
Akahu's authorisation and consent process, our Privacy Policy (website), Scope and Engagement Document, Client Authority and Declaration Document, and this Schedule.

3. Credit Reporting Agencies

Equifax. Other agencies may include Centrix and Illion.

Information exchanged
We may share: Client identity information and credit application details.
We may receive: Credit reports, identity verification results, and credit-related alerts.

Purpose
To verify identity, meet lender requirements, assess creditworthiness, and support responsible lending obligations.

Legal basis
Privacy Act 2020, Credit Reporting Privacy Code 2020, and where applicable AML/CFT Act 2009 (identity verification).

How individuals are notified
Our Privacy Policy (website), Scope and Engagement Document, and lender application documentation.

4. Property Valuation & Property Information Providers

Valocity, Cotality, Housemart

Information exchanged
Property address and limited client identification where required.
Property valuation reports, property data, and related information.

Purpose
To assess property value and characteristics in support of lending or client advice.

Legal basis
Privacy Act 2020 – disclosure necessary to provide services requested by the client.

How individuals are notified
As per section 1 above.

5. Building & Property Inspection and Management Services

Beta Inspect It, Smart Building Inspections, Housesmart

Information exchanged
Property address, client name, contact details, and access arrangements.
Building inspection reports, property valuation reports, construction plans and property condition information.

Purpose
To assess property condition in support of lending, due diligence, or client advice. To appraise market rents.

Legal basis
Privacy Act 2020 – disclosure necessary to provide services requested by the client.

How individuals are notified
As per section 1 above.

6. Local Authorities & Public Registers

QLDC eDocs

Information exchanged
Publicly held land, building, consent, and property records.

Purpose
To obtain publicly available information relevant to a client's property transaction.

Legal basis
Privacy Act 2020 – publicly available information.

How individuals are notified
Our Privacy Policy (website).

7. Insurance Providers & Insurance Referrals

Tower Insurance, Rothbury Insurance Brokers

Information exchanged
Client contact details, referral context, and relevant property information (with client consent).
Insurance advice, quotations, policy details, and related documentation.

Purpose
To facilitate insurance advice and arrange insurance services requested by the client.

Legal basis
Privacy Act 2020 – disclosure with client consent.

How individuals are notified
Our Privacy Policy (website), Scope and Engagement Document, and Client Authority and Declaration Document.

8. Professional Referrers & Associated Advisers

Maddison Financial Services

Information exchanged
We may receive client contact details and referral context.
We may share client contact details, statement of position, income information, relevant personal and financial context, and details of loans arranged, in accordance with the Client Authority and Declaration Document.

Purpose
To facilitate referrals, professional collaboration, and related advisory services.

Legal basis
Privacy Act 2020 – disclosure authorised by the client through the Client Authority and Declaration Document.

How individuals are notified
Client Authority and Declaration Document, our Privacy Policy (website), Scope and Engagement Document, and this Schedule.

9. Compliance Adviser

Strategi Limited

Information exchanged
We may share: Client files containing personal information during a compliance review or check.
We may receive: Reports that contain or reference client personal information.

Purpose
Compliance assurance.

Legal basis
Privacy Act 2020 – disclosure with client consent.

How individuals are notified
This Schedule (and/or our Privacy Policy).

10. Disputes Resolution

Insurance & Financial Services Ombudsman Scheme (IFSO)

Information exchanged
We may share: Complaint details containing client personal information.
We may receive: Client complaint details, submissions, evidence collected from the client or third parties.

Purpose
Complaints handling and dispute resolution.

Legal basis
Privacy Act 2020, Financial Service Providers (Registration and Dispute Resolution) Act 2008.

How individuals are notified
This Schedule (and/or our Privacy Policy).

11. Regulatory Bodies

Financial Markets Authority

Information exchanged
We may share: Client files containing personal information during a compliance monitoring visit or information request.
We may receive: Complaint material, referral information, investigation correspondence, extracts of client statements or evidence.

Purpose
Regulatory supervision; risk identification; enforcement and accountability.

Legal basis
Financial Markets Authority Act 2011; any applicable law subject to the FMA information request.

How individuals are notified
This Schedule (and/or our Privacy Policy).

General Disclosure Statement

Unless otherwise specified, disclosures to third parties may include client personal contact details where reasonably necessary to facilitate communication and the delivery of services requested by the client.

We are generally able to provide our advice and assistance to you free of charge because most of the lenders we work with pay us a commission if we settle a loan with them.

There are some situations where we may charge a fee:

1. When we provide advice or arrange a new loan (or arrange a change to, or restructure of, an existing loan) that doesn’t attract a commission from the lender, or if that commission is not sufficient for nature or scope of the service and advice we provide. We will discuss and agree any such fee in advance.

2. When we must repay commission to a lender. This occurs if you cancel your loan within a period of up to 28 months of inception. The fee we will charge will be based on the amount of commission Roost must pay back to the lender which reduces on a sliding scale based on the length of time you have had the loan. The closer to the end of the clawback period you are when the loan is repaid, the lower the fee. We will advise you of what this fee will be, as soon as it is known, and in advance of you providing us with your authority to proceed with putting the loan in place. Different lenders have different clawback periods and amounts. Below is an example using the ANZ clawback data.

Example: ANZ loan of $500,000 with 0.8% commission amounting to $4,000. The loan is repaid after 12 months. ANZ requires repayment by Roost of 49.96% of the commission amounting to $1,998.40

*The same computation may apply to ASB/AIA Home Loans.

We receive commissions from most of the providers on whose products we give financial advice (the banks and lenders) when your loan settles.

We also receive referral fees from a number of our referral partners if you settle a product purchase with them.

We don't think referral fees or commissions are a bad thing (because they mean we are generally able to offer our service and advice to you free of charge) as long as they don’t influence the advice you are given.

We manage potential conflicts by

  • Putting your interests before all else.
  • Following an advice process that ensures that the advice, recommendations and referrals you receive are made based on sound research, your personal circumstances and goals, and are in your best interests.
  • Making you aware of the commissions and referral fees we will receive if you accept our advice, recommendations and referrals.
  • Engaging a reputable external compliance provider to provide ongoing checks of our advice.
  • Undertaking a compliance audit, and a review of our compliance programme annually.
  • Our employed advisers receive salary as an employee of Roost Limited. They are eligible to receive a completion bonus if a certain level of overall performance is achieved, however this bonus is not significant in relation to the adviser’s salary and is not influenced by the products or providers recommended to you.
  • Requiring our financial advisers to undergo annual training about how to manage conflicts of interest.

If you are not satisfied with the advice service we provided, you can make a complaint by:

Emailing us at: [email protected]; or
Calling us at: +64 3 441 2227; or
Writing to us at: PO BOX 185, Arrowtown 9302, New Zealand.

After receiving a complaint, we will consider and follow our internal complaints process where we:

  • Consider your complaint and let you know how we intend to resolve it. We may or may not contact you for further information about your complaint.
  • We will aim to resolve your complaint within 10 working days from when the complaint was received, unless we contact you to let you know we need more time.
  • We will contact you via email or phone to inform you whether we can resolve the complaint and how we intend to do so. If we cannot resolve your complaint, or you are not satisfied with the way we propose to do so, you can contact our external Disputes Resolution Scheme (DRS), the Insurance & Financial Services Ombudsman Scheme (IFSO).

    • The IFSO provides a free, independent dispute resolution service that may help investigate or resolve your complaint if we are unable to resolve your complaint to your satisfaction.

    You can contact the IFSO at:
    Phone number: 0800 888 202
    Email: [email protected]
    Postal address: PO Box 10 845, Wellington, New Zealand, 6143

    Roost and its advisers have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice. We have the duty to:

    • Prioritise our client’s interests by taking all reasonable steps to ensure our advice isn’t prioritised and materially influenced by our own interests.
    • Exercise diligence, care, and skill when providing you with financial advice at all times.
    • Meet the standards of competence, knowledge, and skill set out in the Code of Professional Conduct for Financial Advice Services.
    • Meet the standards for ethical behavior, client care set out in the Code of Professional Conduct for Financial Advice Services.

    This is only a summary of the duties that we have. More information is available by contacting us, or by visiting the Financial Markets Authority website at www.fma.govt.nz.