Heartland gains consumer trust, receives accreditation

It has received accreditation for five years in a row

Heartland gains consumer trust, receives accreditation

Heartland Reverse Mortgages (Heartland) has once again received the Consumer Trusted accreditation from Consumer NZ, the fifth year in a row that it has taken the award home.

Over the years, Heartland has helped more than 18,000 people retire more comfortably by using a reverse mortgage that offers multiple guarantees and protections.

Jon Duffy, the chief executive of Consumer NZ, explained that it awarded Heartland with the Consumer Trusted accreditation again because it consistently follows the strict Consumer Trusted customer-focused criteria.

“Heartland Reverse Mortgages has met the Consumer Trusted strict code of conduct for five years running, which is a testament to their commitment to delivering exceptional customer service,” Duffy said in a statement.

“Consumers can have the utmost confidence in their products and services. Our Consumer Trusted programme promotes best practise industries, and only [a] select few businesses are able to meet its exacting standards.”

Read more: Heartland reports strong full-year results

Andrew Ford, the general manager of Heartland Reverse Mortgages, explains that the principles of Consumer Trusted align with its values.

“We aim to provide our customers with a product that offers them peace of mind and financial flexibility,” Ford continued.

“We’re thrilled to be recognised as Consumer Trusted for the fifth year in a row. This confirms what we already know – we’re doing right by our customers. This is why 97.2% of new customers in 2020 said that they were either very or extremely satisfied.”

Businesses can receive the accreditation if they can meet or exceed the following principles:

  • Exceptional customer service;
  • Putting returns, refunds, and complaints right;
  • Up-to-date and informative online presence;
  • Fair, robust, and easy to understand contracts;
  • Clear pricing and responsible payment options;
  • Safe and secure personal data;
  • Accurate advertising and promotion;
  • Met or exceeded industry standards; and
  •  Individual business commitment over and above the law.