Client Charter

Simon and Terri-Lee

"Our Smartline Adviser was prepared to do the research and come up with a solution. Too many people try and cookie-cutter you or just give up." Simon and Terri-Lee

"When Adam’s parents suggested he contact Smartline, he was excited to hear he could secure a loan with a savings plan and some help from his parents." Adam

Adam
Adam and Natalie

"We had a broker who didn’t make us feel foolish for asking questions, even if it was for the third or fourth time."
Adam and Natalie

"Nothing was too much trouble – our broker met us after hours, and he always got back to us promptly with the answers to any questions we had." Angelo and Belinda

Angelo and Belinda
The Humphries

"We knew we had built considerable equity in our property but were not sure of exactly what to do with it and how best to use it."
The Humphries

"I’ve got a better interest rate, better flexibility, facilities and best of all less stress!" Irene

Irene
Simon

"I refinanced my previous property with my Smartline Mortgage Broker, and the service was so good we stayed with him this time around." Simon

"Building a house can be a very overwhelming & emotional process as there is a lot of money involved, but our broker took care of everything and was always available when I called." Fiona & Jamie

Fiona & Jamie
Helen and Michael

"Our Smartline Mortgage Broker has been fantastic. He showed us how refinancing our home could not only save us money, but also make it possible to buy an investment property." Helen & Michael

Mortgage Adviser Charter

Smartline is committed to setting the benchmark in Australia for mortgage advice and client care.

Your Mortgage Adviser will guide you each step of the way, advise you expertly, make the complex simple, always act in your best interests and be there when you need them. We take great care of our people so that they will take great care of you.

We are proud to have helped more than 100,000 Australians arrange their home finance and as a contribution to our community, we donate $10 to charity for every home loan we complete.

Our Client Charter makes 16 promises confirming our commitment to deliver you the highest standards of client care.

Our Personal Mortgage Advisers

1. All Smartline Advisers are fully qualified specialists who undertake ongoing training to ensure they meet our service standards at all times.

2. Our Advisers are fully accredited with the Mortgage and Finance Association of Australia (MFAA) and maintain professional indemnity insurance.

Our service commitment

3. We will take the time to understand your situation.

4. We will help you understand your options and choose a loan that is right for your needs.

5. We will explain clearly all the details of your chosen loan and put our recommendation in writing in our Statement of Mortgage Advice.

6. We will do as much of the paperwork for you as we can and submit your loan application to the lender on your behalf.

7. We will liaise with your lender and other third parties and keep you informed every step of the way.

8.We will present you with an option to obtain loan protection insurance.

9. We will conduct an annual review of your loan to check that it remains the right one for you as your circumstances change.

10. With your permission, we will maintain ongoing contact with you to keep you up-to-date with market changes and assist you whenever necessary.

Our panel of lenders

11. Our panel of lenders is a well balanced selection of more than 25 of Australia’s leading home lenders. We review the panel on an ongoing basis and add or remove lenders as appropriate.

How we are paid

12. The lender you have chosen pays us a commission out of their profit, which we will fully disclose to you in our Finance Broking Contract.

Protecting your privacy

13. We will respect your personal information and take all reasonable precautions to protect your privacy.

14. We will abide by our Privacy Policy which sets out your right to privacy and will ensure that any personal information collected by us will be used only for the purpose indicated.

Resolving any problems

15. Our Advisers will endeavour to directly resolve any disputes quickly and fairly.

16. We maintain a free and accessible internal appeals process which you can access by calling Client Relations on 1800 020 066 or email us at clientrelations@smartline.com.au.

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