Consent: By submitting an online inquiry form (eg.Healthcheck or QuickSmart), you acknowledge that we will use your personal information to source you a finance facility or facilities as described under our privacy policy. We do not require your address for an initial inquiry unless you have requested us to mail you information through the postal service. For your own protection, please do not provide sensitive and/or identifier information such as dates of birth, driver's licence numbers, Medicare numbers, Passport numbers, Department of Immigration Visa numbers, or tax file numbers etc. through our online inquiry forms.

The Home Loan Office™ never requests such information over the internet.

Fees: We charge a fee for providing credit assistance. More detail about those fees will be set out in a quote we will give to you before we provide you with credit assistance. There may be fees, charges, taxes, duties and insurance premiums payable to the lender, government agencies and insurers.

Responsibility: The Home Loan Office™ does not make decisions on the credit worthiness of applicants. The responsibility for approving or declining loans rests solely on the relevant lender(s) subject to Lenders Mortgage Insurers' decisions.

The Home Loan Office™ reserves the right to accept or reject any person or legal entity as an applicant for a loan.

Cancellations: There may be some costs payable by the applicant(s) as stated within the Quote. Lenders may and do often charge fees under these circumstances.

Complaints Policy, Dispute Resolution Policy

The Home Loan Office is committed to our Customer First policy. We are committed to providing the highest standards of customer service and to maintaining our reputation for honesty, integrity and diligence.

We value your feedback on the service we provide as a means of improving our service quality. If at any time our service fails to meet expectations we would like to hear from you immediately.

The Home Loan Office has set in place a complaints procedure that is designed to ensure that your concerns are treated seriously and that your complaint is addressed promptly and fairly.

Internal Dispute Resolution

The details of our Internal Dispute Resolution Process can be found in our Credit Guide. Customers receive a copy of our Credit Guide at their first appointment.

External Dispute Resolution

If you do not believe your complaint has been satisfactorily resolved then you have the option of contacting the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference).

The details of our External Dispute Resolution Process can be found in our Credit Guide. Customers receive a copy of our Credit Guide at their first appointment.