|
home > about Smartline > customer charter
Customer charter
Established in 1999, Smartline’s vision is to set the benchmark in Australian mortgage broking for client care.
Our promise is to guide you each step of the way and advise you expertly. We will make the complex simple, always act in your best interests, and be there whenever you need us.
We take great care of our people so that they will take great care of you. As a contribution to our community, we donate $10 to charity for every home loan we organise.
Our Customer Charter sets out our promises to you.
Our Personal Mortgage Advisers
All Smartline Advisers are fully qualified and trained specialists. They have undertaken to:
- Complete our intensive induction training, and undertake mandatory ongoing training in technical and customer service.
- Meet our stringent service and operating standards at all times.
- Maintain accreditation with the Mortgage and Finance Association of Australia (MFAA) , and abide by its Code of Practice.
- Maintain professional indemnity insurance.
Helping you choose a loan that is right for you
Your Adviser will:
- Use our specialist software to understand your needs and obtain all necessary information to help you select a loan tailored to your needs.
- Explain clearly in plain English, all the features, benefits and costs of your chosen loan, including your repayments.
- Discuss the role of loan protection and present you with an option to obtain protection.
Help throughout the whole process and whenever you need it
Your Adviser will:
- Assist you in completing the loan application, professionally package it with your supporting documents and submit it to your chosen lender.
- Liaise with your lender and advise you of progress of your loan through to settlement.
- Conduct an annual review of your loan to check that it remains the right one for you as your circumstances change.
- With your permission, maintain ongoing contact with you after your loan has settled, to keep you up to date of market changes and assist you whenever necessary.
Our panel of lenders
Our panel of lenders is a well-balanced selection of over 25 of Australia’s leading home lenders. The panel is reviewed on an ongoing basis and new lenders are added as appropriate.
How we are paid
There is no charge for the specialist home loan mortgage broking service we provide you. The lender you have chosen pays us a commission out of their profit.
We disclose our commissions to you in our Finance Broking Contract. Please note that commercial finance may be subject to a pre-agreed service fee.
Protecting your privacy
We respect your personal information and take all reasonable precautions to protect your privacy. Our Privacy Policy sets out your right to privacy and ensures that any personal information collected by us will be used only for the purpose indicated.
Resolving problems
Our Advisers will endeavour to directly resolve any disputes quickly and fairly. If you feel that your complaint has not been adequately addressed, we maintain a free and accessible internal appeals process. Simply call Client Relations on 1800 020 066 or email us at clientrelations@smartline.com.au
|
buying my first home
