At Hawkes Bay Mortgage & Insurance Limited we pride ourselves on providing the best possible service. However, we do acknowledge that on the rare occasion we may not meet your expectations, which can lead to a complaint. If so, please tell us so we can try to fix the problem.


If a complaint is received we will handle this in a professional, fair and timely manner in accordance with our Complaints Handling Policy.
Our internal complaints manager is Paul Michaelsen, who can be reached via email at or 027 747 2856
You can lodge a complaint by any of the following methods:


By Post

Hawkes Bay Mortgage & Insurance Limited
PO Box 8517
Havelock North 4130


By Phone

027 747 2856


By Email:


By Online Form:

Please download our pdf complaints form here then complete and return via email or post as per the above details.


On receipt of your complaint we will follow our internal complaint process:

  • We will respond to your complaint and may request you respond to an email with questions about your complaint and/or complete a complaint form if not completed online.
  • When you reply to our questions about the complaint or return the complaint form we will acknowledge your complaint within 2 working days if practical and provide you our Complaint Disclosures and record the complaint in our complaints register.
  • We will seek to understand your complaint.
  • We will aim to resolve your complaint within 7 working days. If we cannot meet this time frame we will contact you to let you know we need more time to consider your complaint and provide you with a realistic timeframe.
  • We will contact you by phone or email to let you know we can resolve your complaint and how we propose to do so.
  • We will action any resolution agreed and record the outcome of your complaint in our complaints register.