FEEDBACK – NonBk Ltd – Non Bank Loans, Home Loans, Mortgages and Finance

What should you do if something goes wrong and you are not happy with our service?

Firstly, please tell me if you have a problem, concern, or complaint about any part of our service, so that I can do my best to try and help fix it.

Our complaints process

We have an internal complaints process, and you can contact me by email on:

complaints@nonbank.co.nz

Or you may wish to forward correspondence to:

Kim Lyons
C/- First Rate Mortgages Ltd & NonBk Ltd
P O Box 314095
Orewa, Rodney, 0946

Or Phone:
Office 09 426 8927
Mobile 021 739922

We will acknowledge your complaint within 2 working days.

We may require additional information about your complaint or be able to advise how we could resolve it.

We aim to resolve all complaints within 15 working days of receiving them. If we can’t, we will contact you within that time frame to let you know we need more time to consider your complaint.

We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can not agree on how to resolve the issue, or if you decide not to use the internal complaints scheme, you can contact our disputes resolution scheme, Financial Services Complaints Ltd (“FSCL”).

Dispute resolution process

This service will cost you nothing, and will help us to resolve any disagreement. You can contact FSCL at:

Address: Level 4, Sybase House
101 Lambton Quay Wellington
P O Box 5967, Wellington
Telephone Number: 0800 347 257
Email Address hidden email address
Website www.fscl.org.nz

”Hi Kim, Thank you so very much for all your help over these last stressful weeks. You’re an absolute life saver and I really can't convey how grateful we are.”

DB North Shore Auckland

”We have been dealing with Kim Lyons for approximately six years. Our requirements have changed during this time necessitating some quite creative thinking by Kim, he has the ability to think outside the cube. He has a relaxed, friendly way of dealing with clients while still maintaining a high standard of professional efficiency. Nothing ever seems to be the slightest trouble, meeting at venues and times that are convenient to you and explaining everything clearly and concisely.”

E & N Auckland

”Our situation was complicated, time frames were restricted. Discussed situation and needs with Kim and he delivered a solution which we were really pleased with. What a great guy to deal with very knowledgeable and professional.”

L & C

”We are so pleased with the help and advice we received from Kim. We were very unsure about how we could sort our finances out and had been turned down by the bank. Kim was extremely helpful and so easy to deal with. We conducted almost all the correspondence via email, which made things much easier for me. Kim made everything very easy and really reduced our stress at a difficult time. Thank you for your great service.”

M Nelson NZ

”Having dealt with Kim Lyons from First Rate Mortgages & Non Bank Ltd, I highly recommend his services. He was easy to work with and was able to arrange my facility easily, all done by email & phone. With me being in the South Island and Kim in Auckland one would assume the task at hand to be difficult, not so, it all came together easily. Kim also understands the difficulties presented by banks, when self employed people wish to raise funds to purchase property. Once again I highly recommend his services, and would certainly use him again if the need arose.”

Malcolm (South Island)

These people are absolutely wonderful, fast, friendly and go to all extremes to help. Their friendly natures make you feel so comfortable and I would never go anywhere else again. Would highly recommend to anyone who wants a good honest deal done.

Maree

We had the good fortune to meet with Kim Lyons, following a google search. Kim was diligent, informative and determined to help get us back into the property market, following our bad experience with a leaky home. Throughout the entire process we were kept informed of developments. Kim was also great in negotiating the way through obstacles that presented themselves. I have no hesitation in recommending Kim Lyons. His integrity speaks for itself.

Sageran
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