Customer Service

Initial Meeting- To assist in determining your basic needs analysis and provide the best suited product and service among our panel of lenders .Ensure that you are informed every step of the way and that your ride is a smooth enjoyable experience.                 

Post settlement- After settlement your Five Finance  finance specialist is consciously looking at contacting you at intervals to try and ascertain if your understanding and actual loan product is being utilised together to gain  the best result. Your Five Finance financial specialist is available at all times and generally contacts you at designated points e.g. every 3 months after settlement and more importantly about 4 months out of expiry to gain you the best product and service with minimal stress.

Our Principles

The Five finance team contains highly trained specialists committed to conducting services with the highest regard for ethics, honesty and integrity.

At Five Finance we operate under a customer service code of optimum business practice to ensure:

• You the client totally understand the business practice and service  we provide;
• You  understand the finance options available ;
• All phone calls are returned same day or in extreme cases as a bare minimum in a timely manner  
• You are informed every step of the way;
• After settlement you are so happy you would refer us to your family and friends;
• Any queries you have are taken care of by our professional staff

Our Panel of Lenders

The Five Finance lending panel consists of over +42 residential lenders and over +33 commercial lenders, including major & regional banks, building societies, credit unions and other financial institutions that provide excellent facilities for every market need and specialty.

We provide a free service for finance.

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 exceptional cases a brokerage fee for commercial or business loans may be allocated by the lender but Five Finance would not ask for a standalone brokerage fee.

Disclosure

Five Finance 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 Five Finance the authority to act on your behalf in seeking such a loan.

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

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 Five Finance finance specialist or you can obtain a copy from the website  www.fivefinance.com.au.

Complaints

If you have a complaint regarding any aspect of the service we provide, please contact the Five Finance Head Office and ask to speak to the complaints officer who will in turn handle the case with you and also inform all the staff at Five Finance to ensure that correct action is taken. Alternatively you can email us at info@fivefinance.com.au

As Five Finance and all our specialists 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.

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