Our service commitment to you

This Customer Charter outlines what you can expect as a valued client of The Mortgage Gallery. It's all part of our aim to provide you with a high level of customer service.

Our customer focus

The Mortgage Gallery's Finance Managers will endeavour to:

Provide a service with your best interests being paramount.
Be professional in their presentation and approach.
Conduct themselves ethically in accordance with the Code of Conduct of the Mortgage & Finance Association of Australia (MFAA).
Your Finance Manager

The Mortgage Gallery has an ever-expanding network of Finance Managers located throughout Australia. You can contact any of our Finance Managers directly. Alternatively you can contact our head office through our toll free number or website and we will direct you to the Finance Manager most conveniently located for you.

The service procedure

The process of finding you the loan best suited to your needs generally follows this step-by-step process. Your Finance Manager will:

Discuss your financial position and loan requirements.
Provide an overview of the various types of loans available to you.

Gather all the information required to assess your borrowing capacity.

Identify the lenders and products on our panel that match the profile of the loan you require and your financial circumstances.

Explain the features of the loan you choose.
Detail the fees and costs associated with your proposed loan together with those of the property purchase, other purchase or loan refinance.
Complete with you the loan application for your lender of choice.

Advise you of the supporting information and documentation required by the lender.
Submit your loan application to the lender.
Maintain follow-up with the lender while keeping you informed of your application's progress until a decision is made.

Complete all loan documentation with you and maintain follow-up with all relevant parties until loan settlement.
Maintain a service through The Mortgage Gallery for as long as you require.

Our fees

The Mortgage Gallery is remunerated by members of our lender panel. This is in return for the work we do in carrying out the loan application process for them.

There are no fees to you in most cases.

The only exception is with some commercial or personal loans, which may incur a modest fee. If this applies it will be detailed to you by the Finance Manager at your initial meeting.

Payment made to The Mortgage Gallery is generally paid in the form of an upfront commission and subsequent trailer commission.

Upfront commissions are predominantly in the range of 0.4% to 2.0% of the loan amount, with trailer commissions paid at the rate of 0% to 0.5% of the loan balance outstanding.

Commission rates do vary between lenders but we emphasise that the choice of lenders is yours.

Dealing with complaints

The Mortgage Gallery works hard to achieve a high level of customer service and satisfaction.

In the event that you are dissatisfied with any aspect of your association with The Mortgage Gallery there is a complaint resolution process in place.

If you wish to lodge a complaint, please contact the Managing Director at:

The Mortgage Gallery
1st Floor
186 Main Street
Osborne Park  WA  6017
Email: ryandhue@themortgagegallery.com.au  
Telephone: (08) 9440 1999 

The Mortgage Gallery is a member of the MFAA and is bound by its Code of Conduct. If through your contact with us you are unable to resolve any complaint to your satisfaction, you are entitled to contact:

The Credit Ombudsman Scheme
Telephone: 1300 78 08 08
Fax: (02) 9267 3125
Email: info@creditombudsman.com.au