This Customer Charter sets out the level of service you should expect from Non Conforming Mortgages. It is our responsibility to adhere to this charter for every client.

Non Conforming Mortgages is a mortgage broking business which only operates in the ‘non-conforming’ sector. Our customers look to us for a financial solution which cannot be met by the ‘normal’ or ‘traditional’ lenders.

We aim to provide you with outstanding customer service. We do this by researching and offering you a solution as quickly as possible, and by choosing the right lender and home loan product for you.

What you can expect from us:

•The consultants at Non Conforming Mortgages to be trained professionals and accredited with all relevant industry bodies including the Mortgage & Finance Association of Australia (MFAA) and the Finance Brokers Association of Australia (FBAA).

•To be spoken to courteously, fairly and honestly.

•Your calls and emails to be responded to in a timely manner.

•To be given the facts upfront. We discuss your needs and requirements in detail in your initial consultation. We will need additional information to provide an accurate quote including a check of your credit file or an assessment of recent mortgage statements.

•Our detailed quote to be itemised showing all costs and charges upfront. It should be noted that although accurate at the time of the quote, a lender may subsequently change their rates or fees, or a property valuation may come in lower than expected.

Our service is easy to use:

There are many ways you can contact us to make an inquiry or to begin an application:

•you can complete a Needs Analysis form,

•complete our 'Start Now' form,

•complete the 'Fast Call Back' form, or

•use the most direct method and call us on 1300 739 088.

We reply to 90% of all enquiries within 2 hours. The main reason we cannot reply to all customers sooner is generally because an incorrect phone number has been entered or no one answers our call.

We will be able to give you an initial indication if we can help over the phone, however because we research the options available to you in detail, it may take up to 24 hours for us to provide you with a detailed written quote.

Responsible Lending:

Our goal is to improve our clients’ financial position and provide a loan that best benefits them.

We do not harass or rush our clients to proceed with a loan offer. We will provide you with a detailed quote and let you decide what you wish to do. We also encourage you to get independent financial advice. All our clients sign a statement of affordability confirming they can manage the new repayments. We are also happy to provide you with free budgeting software to assist you in managing your finances.

Why we lend responsibly? It only benefits us and our lender if our clients can afford to manage their new mortgage repayments on an ongoing basis. Our reputation with our lenders is a major priority to us and we only provide them with clients that we believe have the capacity to repay. The future of our business is reliant on providing our lenders with quality clients and our clients with a positive outcome.

Privacy

We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.

We will not give your personal information to any other organisation for marketing or any other purposes.

This Customer Charter was created in January 2008 and will be reviewed annually.

How to make a complaint

We pride ourselves on providing excellent customer service, however if you are unhappy with the service you have received from us, please let us know so we may try to rectify the situation. You can contact us by email at customer.charter@ncmortgages.com.au, or by post:

Compliance Manager
Non Conforming Mortgages
Level 1, 459 Toorak Road
Toorak, Vic 3142.

If you are not satisfied with the outcome after contacting us, you have the option of contacting the Credit Ombudsman Service Limited by phoning 1800 138 422 or visit www.creditombudsman.com.au.

           

We are full members of the Mortgage & Finance Association of Australia (MFAA)
and COSL and an Accredited Member of the Finance Brokers Association of Australia Ltd (FBAA)
and operate under their codes of practice.

Non Traditional Home Loan Specialist

If you have defaults or mortgage arrears and you need a non traditional home loan specialist - we can help!
We are available to talk to you, please contact us.