Privacy Statement
How We Work - Our Policies & Commitments
Moana Financial Services is a business arm of Moana Community Trust and operates as a Financial Advice Provider (FAP) under the Financial Markets Conduct Act 2013. This page outlines our key policies and commitments to you as a client.
Our advice process
We follow a structured six-step financial advice process to ensure that every recommendation we make is appropriate, well-researched, and in your best interests.
Disclosure - Before we begin, we provide you with publicly available information about our business, licensing, how we are paid, and any relevant conflicts of interest. This is available on our website and on request.
Understanding your situation - We take the time to understand your financial situation, goals, and objectives through a detailed fact find and needs analysis. We agree the nature and scope of the advice we will provide.
Research and analysis - We research available options, compare products, and prepare a statement of advice tailored to your specific circumstances.
Presenting our recommendations - We present our advice to you in plain language, explain the reasoning behind our recommendations, discuss any risks, and confirm that you understand and agree before proceeding.
Implementation - We help you put the plan into action, including completing applications and liaising with product providers on your behalf.
Ongoing review - We monitor your situation over time and conduct regular reviews. If your circumstances change, we revisit the relevant parts of the advice process.
Disclosure
We are committed to transparency. You will receive disclosure information at key stages of the advice process:
Before we start - general information about our business, licensing, and how we are paid, available on our website
When the scope of advice is agreed - information about your adviser, the types of products being considered, any limitations of the advice, and how your adviser is paid
When advice is given - specific details about fees, commissions, and conflicts of interest relevant to your recommendation
If you make a complaint - information about your right to access our dispute resolution scheme
Complaints
We are committed to great client outcomes, but we recognise things don't always go perfectly. If you are unhappy with any aspect of our service, we want to hear from you.
How to make a complaint:
You can raise a complaint by contacting us directly at dante@moanafinancialservices.com or by calling 027 696 2117.
What happens next:
We will acknowledge your complaint promptly
If we can't resolve it within two working days, we will provide a written acknowledgement and keep you informed throughout the process
We will investigate the complaint fairly and work with you to reach a resolution
If we can't resolve it:
If your complaint is not resolved to your satisfaction, you can escalate it to our approved Dispute Resolution Scheme. Details of the scheme will be provided to you at the time of the complaint.
Record keeping
We maintain comprehensive records of all financial advice provided, including correspondence, fact finds, statements of advice, research, and client agreements. Records are stored securely and retained for a minimum of seven years in accordance with our regulatory obligations.
Conflicts of interest
We identify and manage any actual or potential conflicts of interest. Where a material conflict exists, we will disclose it to you. Our advice is always based on what is right for your situation, not on commissions or product incentives.
Your privacy
We collect, use, and store your personal information in accordance with the New Zealand Privacy Act 2020. For full details, please see our Privacy Policy.
We will only collect information relevant to the advice we provide. We will not share your information with third parties without your consent, except where required by law or to provide the services you have requested.
Vulnerable clients
We are committed to treating all clients fairly. If you have specific needs - whether related to age, language, disability, stress, or any other factor - please let us know. We will adapt our approach to ensure you feel supported and can fully understand the advice you receive.
Competence and qualifications
Our advisers hold the qualifications required under the Code of Professional Conduct for Financial Advice Services. We maintain ongoing professional development plans and conduct regular competence reviews to ensure our advice meets the highest standards.
Cyber security
We take reasonable steps to protect our systems and your information from cyber threats. We use encryption, secure access controls, and regularly review our technology providers and practices.
Anti-money laundering
We comply with the Anti-Money Laundering and Countering Financing of Terrorism Act 2009. This means we may need to verify your identity and the source of your funds before providing certain services.
Responsible use of AI
We may use artificial intelligence tools to support administrative tasks, research, and content creation. However, all financial advice is reviewed and approved by a qualified human adviser. AI is never used to replace the advice process or to make financial recommendations without human oversight.
Contact us
If you have any questions about our policies, your rights, or the services we provide, please contact:
Danté Fyfe Director, Moana Financial Services, Email: dante@moanafinancialservices.com Phone: 027 696 2117
Last updated: April 2026