Loan Wize Customer Charter

Customer Charter

Loan Wize is committed to providing our clients with the highest quality mortgage and finance advice and customer satisfaction. It is vital to our success, as happy clients refer their friends and family based on the outcome of their own experience.

Your Professional Lending Specialist will guide you every step of the way and provide you with specialist advice tailored specifically to your unique circumstances. They will help to make the complex matters simple and always act in your best interests to obtain the best outcome for you.

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

Our Professional Lending Specialist will:

1. All Loan Wize Professional Lending Specialists are fully qualified advisors who undertake regular 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 listen to you and take the time to understand your personal situation.

4. We will help you understand your options and help you 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 Preliminary Assessment and Recommendation.

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, solicitor and other third parties and keep you informed every step of the way.

8. We will ensure that we have discussed personal insurance with you so that you understand the risks and to avoid losing your property due to illness or accident.

9. We will provide you with ongoing information (with your permission) to keep you informed of market changes and other beneficial information that will be of value to you.

Our panel of lenders

10. Our panel of lenders is a well balanced selection of more than 30 of Australia’s leading lenders. We review the panel on an ongoing basis and add or remove lenders as appropriate.

11. On all residential loan applications (ie home loans or investment property loans) we do not charge you a fee for our services, however, in certain circumstances this may be necessary, for example for business loans or Overdrafts. In this event we will always provide you with a clear quote upfront so that you are aware of any obligations that you may be under in relation to obtaining credit through Loan Wize.

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. This commission is not added to the cost of your finance compared to borrowing directly from the lender.

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 Lending Specialists will endeavor to directly resolve any disputes quickly and fairly with you.

16. We maintain a free and accessible internal dispute resolution process which you can access easily by emailing

We value you as our client and aim to create a long term relationship with you as we have our existing clients. We can assist you with all aspects of your finance requirements from your first home to your 5th investment property, and your business or commercial requirements. We can also assist with your vehicle or plant and equipment needs.


What our client says

Angus ferguson
Angus ferguson
September 19, 2020.
Jon and all the staff at Loan Wize have helped me and my family get the best home loan we could get on a number of occasions . As a military pensioner it’s not easy getting finance, Jon and his staff where Extremely professional and competent , I wouldn’t do my finance with anyone else.
Max Gray
Max Gray
September 16, 2020.
Excellent all round, fast and efficient. After being messed about by my own Bank for over 2 months for a small equity release to carry out renovations, dealing with Tammy and Julie was a breath of fresh air. We remortgaged in under 2 weeks with a better interest rate and terms.
Imogen Lunny
Imogen Lunny
July 19, 2020.
Awesome service - would highly recommend Tammy and the team
What A Day
What A Day
March 27, 2020.
All the staff at Loan wise are totally switched on always hunt for the best deals and are always friendly and have the time to listen to your needs and what you would like to achieve and accomplish This is the second lease I have done with them and I would have no hesitation recommending the to family or anyone else Always a Pleasure doing business with them Marcio
Sam Dixon
Sam Dixon
March 26, 2020.
Thankyou very much Jon and Haley from loan wise maroochydore. I bought my first house thanks to you guys, couldn't of done it with out you. Very professional service.
Blayde Hemmings
Blayde Hemmings
March 23, 2020.
Jon and Haley have been amazing to deal with throughout both of my house builds. Highly recommend Loan Wize.
Mark Hayman
Mark Hayman
February 11, 2020.
We have used Loanwize a few times and are always happy with the services. Will continue to recommend their services.
Epona Co. Beanbags
Epona Co. Beanbags
January 16, 2020.
The most hassle free loan application ever! The Loan Wize team was able to organise a car loan for our business with the least amount of paperwork and hassle we've ever experienced. Thanks guys. I look forward to working with you again!
Amit Gupta
Amit Gupta
December 25, 2019.
Jon and Haley are knowledgeable and easy to deal with, which made the whole experience a lot easier. By going to extra mile Jon helped us to obtain the best rate available. The communication we have had with Jon, Haley and Julie have been excellent with their constant phone calls and emails keeping us up to date. Excellent customer service provided by Loan Wize and I would highly recommend their services.
Andy Keeffe
Andy Keeffe
November 19, 2019.
The staff we're amazing to deal with and help through the whole process. Got me an amazing deal and got my finance super quickly.

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