Ox Financial Public Disclosure

Important information about our business

Ox Financial holds a Financial Advice Provider licence issued by the FMA to provide financial advice services. Ox Financial’s Financial Services Provider Number is FSP1012543.

Our office contact details

• Office Address: 11 Anna Lane, Glen Eden
• Phone: 09 971 2787
• Email: hello@oxfinancial.co.nz
• Website: oxfinancial.co.nz

Nature and Scope of financial advice services

Our fees

Insurance advice

We do not charge up-front advice fees for insurance advice

At OX Financial, we believe quality financial advice should be accessible to New Zealanders. For this reason, we do not charge you an upfront fee for our insurance advice.

If you choose to take out an insurance policy following our advice, OX Financial will receive commission from the insurance provider. The amount and nature of this commission will be disclosed to you as part of our advice process.

KiwiSaver advice

We do not charge up-front advice fees for KiwiSaver advice

At OX Financial, we believe quality financial advice should be accessible to New Zealanders. For this reason, we do not charge you an upfront fee for our KiwiSaver advice.

If you choose to open an investment and/or KiwiSaver account following our advice, OX Financial will receive commission from the provider. The amount and nature of this commission will be disclosed to you as part of our advice process.

Optional ongoing advice service fee 

Some KiwiSaver providers allow an additional ongoing advice service fee to be deducted from your KiwiSaver account. This fee is entirely optional and only applies if you choose to receive an additional ongoing advice and review service from Ox Financial.

If this service is relevant to you, we will clearly explain the nature of the service, the amount of the fee, and how it will be charged before you decide whether to opt in.

Commissions

For services in relation to insurance/KiwiSaver, commissions may be paid by the product provider to Ox Financial as follows:

The above commissions are used to compensate Ox Financial advisers for the professional services they have provided a client. The above commissions are also used by Ox Financial to help support our advisors with (but not limited to):  ongoing personal development, training, technological solutions, and compliance.

Conflicts of interest or other incentives

We are here for our clients and to advise you as best we can. Your interests are our priority. Although compensated for placing insurance and investment products, we always put client interests above our own, and only give advice to add or dispose of a product if we believe it is in the best interests of a client.

We do have business relationships with product providers. From time to time our product providers assist us with funding so we can bring our advisers together for conferences and professional development training.

How we manage any 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.

Our duties and obligations to you

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 behavior, conduct, and
• client care set out in the Code of Conduct.

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. In the first instance, we recommend discussing this with your Ox Financial adviser.

Alternatively, our internal complaints manager can be reached at hello@oxfinancial.co.nz. All complaints will be responded to within 2 business days or less.

If you have a concern or complaint about our financial advice service, please contact us. We take complaints seriously and will work with you to understand your concerns and find a fair resolution.

Our internal complaints process is as follows:

1. Acknowledgement – We will acknowledge your complaint and respond to you within two business days.
2. Discussing your concerns – Where appropriate, we may arrange a phone or video call with you to better understand your concerns and discuss how they may be resolved. We will confirm any agreed actions or next steps in writing.
3. Investigating and resolving your complaint – We will try to resolve your complaint as quickly as possible. If we need more time to investigate, we will let you know and provide an expected timeframe for our response. The time required will depend on the nature and complexity of the complaint, but we aim to resolve most complaints within 5–10 working days.
4. Independent disputes resolution – If we are unable to resolve your complaint to your satisfaction, you can contact our independent dispute resolution scheme, Financial Services Complaints Limited (FSCL). This service is free for consumers. You may contact FSCL at any time, although we welcome the opportunity to resolve your concerns directly first.

Our external complaints process

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme, you can contact our external disputes resolution scheme: FSCL: Financial Complaints Services Limited. This service will cost you nothing, and will help us resolve any complaints.

You can contact FSCL at:

• Address: Level 4, 101 Lambton Quay, Wellington 6011
• Phone number: 0800 347 257
• Email address: complaints@fscl.org.nz