Customer Service Charter

Our Commitment to you:

To help you determine your precise needs and provide a range of the most appropriate loan products from our Lending Panel to meet them. This allows you to make a well informed decision when selecting your loan;
Do everything in our power to ensure your loan application is processed in a timely and efficient manner;
Liaise with all parties throughout this process to ensure a smooth path to settlement.
And our Service doesn’t stop there…
After settlement your Mortgage Force Consultant is always available to assist you with any query about your loan or to discuss any additional loan requirements you may have

Our Principles

Your Mortgage Force Consultant is a trained professional committed to conducting their activities with the highest regard for ethics, honesty and integrity.

We operate under a charter of best business practice in an effort to ensure:

You fully understand the service and the benefits we provide;
You fully understand the loan options available to you;
All phone calls are returned in a timely manner;
You remain fully informed throughout the process;
After settlement you are satisfied;
You are assisted with any queries you may have

Our Lending Panel

The Mortgage Force Lending Panel consists of over 35 lenders, including major & regional banks, building societies, credit unions and other financial institutions that provide excellent facilities for specifi markets.

Our Panel is proactively managed to ensure we are able to provide a range of the most appropriate products throughout Australia. You can see our Lending Panel on our website at www.mortgageforce.com.au

Our Service for home and investment loans is free

Fees

As a professional mortgage broker, we receive a commission from the lender for each home & investment loan we settle with them - therefore there is no need to charge you any fees.

In some instances we may charge a brokerage fee for commercial or business loans and we would be pleased to discuss our commercial fee structure with you.

Disclosure

Mortgage Force has a strict policy on disclosure. All clients are required to sign a Customer Authority prior to the submission of any loan application. This authority sets out the type of loan being sought and gives Mortgage Force the authority to act on your behalf in seeking such a loan.

In addition, each Consultant maintains a list of the commissions paid by all members of our Lending Panel and this is available to you upon request.

We also maintain a public register of all Soft Dollar commissions received by Mortgage Force and/or our Consultants that have a value greater then $300. Soft Dollar commissions include such benefits as performance bonuses, entertainment, etc that we occasionally receive from our Panel of Lenders, and which could reasonably be expected to influence the advice we provide our customers. To view this register, please contact any State Office.

Australian Financial Services Licence

As part of the company’s commitment to best practice, Mortgage Force undertook to comply with Australian Securities and Investments Commission (ASIC)’s requirements for the Australian Financial Services Licence (AFSL), a process that took almost 12 months, positioning ourselves as firm supporters for a uniform model of regulation of the Australian mortgage broking industry, and a trailblazer leading the way for other companies to follow. Being granted an AFSL means that Mortgage Force automatically adopts and adheres to the Australian Standards Compliance Program, which complements our own internal compliance practices and reaffirms our commitment to best practice

Your Privacy

We respect your privacy however there is certain information we must pass on to the lender(s) and other parties involved in the application process in order for them to assess your application.

Our Client Authority formally sets out our privacy obligations and you must acknowledge this before we can submit your loan application.

Our complete Privacy Policy is available upon request from your Mortgage Force Consultant or you can obtain a copy from any State Office or from our website at www.mortgageforce.com.au

Complaints

If you have a complaint regarding any aspect of the service we provide please contact your local State Mortgage Force Office on 13 14 97 and ask to speak to the Complaints Officer who will personally look after you or you can email us at info@mortgageforce.com.au

As Mortgage Force and all our Consultants are members of the Mortgage Finance Association Australia (MFAA) you do have the option of contacting the Credit Industry Ombudsman on freecall 1800 138 422 should you be unable to resolve your complaint with us.