OUR FEES

The actual fee charged to you will depend on the nature and scope of the advice or service we provide. We will discuss and agree the actual fees with you before we proceed and explain how they are payable.

The following section outlines the types of fees that may apply:

The fees charged for our advice and services may be based on a combination of:

A set dollar amount; or a percentage – based fee.

Our agreed advice and service fees may include charges for:

Initial advice ongoing or annual advice and services.

Generally, we will not charge fees in relation to advice for insurance, KiwiSaver and home loan products because we will be paid a commission, finders fee and trail income by the product providers.

We may charge you a fee for some investment and home loan products advice, however we will agree this with you in your scope of advice and provide you more details of this before we proceed.

We will charge you a fee if we provide you with a financial plan.

• This fee will be based on scope, nature and complexity and will be for the initial advice, ongoing advice or annual advice and services associated with your financial plan.

• We will confirm with you the exact fees we will charge before we proceed and at the time the advice is provided.

We will charge you a fee for any financial advice provided on a consultancy basis

• This fee may be a fixed fee, or it may be charged on an hourly rate. We will let you know before we commence our services that we will be charging a fee for our consultation and provide you an estimate of the amount.

For some investment products, if you invest your funds through certain product providers, you will be charged an “Adviser Fee” which is based on the value of your funds over management. The provider will deduct this Adviser Fee from your funds under management and then pay a percentage of this to Stream-Gold Financial Services (the FAP). This will be an ongoing monthly cost to you.  We will provide more specific details about how the Adviser Fee is calculated and whether it applies to you once we know more about your needs.

We will provide more specific details of the relevant fee amounts when we know more about your needs and at the time our advice is given. 

“Clawback Fees” for some home loan and insurance products

If you cancel certain home loan or insurance products within a specified time period, we may have to make a payment to the product provider to reimburse them some of the commission they have paid us. If this occurs, we will invoice you for the same amount. We will give you more information about this, which products and product providers it applies to, and the relevant time periods that apply once we have an understanding of your needs.

OUR INTERNAL COMPLAINTS PROCESS

If you have a problem, concern, or complaint about any part of our advice or service, please tell us so that we can try to fix the problem.

Our internal complaints administrator is Gwyn Nambatac who can be reached via email at [email protected] or by phone 04 213 4555. Gwyn will reply to you within 24 hours.

When we receive a complaint:

• We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
• If we are unable to resolve your 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.

OUR PURPOSE