03 9898 9223

03 9899 3346

HLG Client Charter

Housing Loans Group Client Charter

Your Housing Loans Group (HLG) consultant aims to provide you with professional, ethical and honest service in:

  • Finding a suitable loan for your individual needs (based on the information you provide)
  • Assisting you with your loan application
  • Dealing with your loan application
What to expect from your HLG consultant

Each HLG Loan Consultant is a trained loan specialist who is committed to industry best practice. They will provide you with care, understanding and quality personal service whilst arranging the loan to best suit your needs. Your consultant will:

  • Discuss your objectives and your financial situation.
  • Analyse this information and match your requirements to loans available from a wide range of Bank and Non-Bank Lenders.
  • Explain to you the features and benefits of the loan/s proposed, and how the loan/s meet your particular needs.
  • Detail the fees and costs associated with the loan.
  • Advise the information and documentation required for the loan to proceed and when everything is in order, submit your application.
  • Stay in regular contact with you from Loan Application to Loan Settlement.
  • Always welcome your call if during the course of your loan your income or lifestyle changes and you wish to adjust an aspect of your loan.
How your HLG consultant looks after your interests

Our Loan Consultants are full-time salaried employees of HLG. HLG employees are prohibited from offering direct financial inducements for the introduction of clients, or receiving direct financial inducements from clients, lenders or any other person.
What HLG’s accreditation means for you

We have access to a wide range of loan products from Bank and Non-Bank Lenders. HLG is a Full Member of the industry body, the Mortgage and Finance Association of Australia (MFAA).
Value for money

Our professional service fees represent excellent value for money. The expertise provided by our professional consultants ensures high quality loan applications which are valued by both clients and lenders.
If you have any concerns

If you have any queries or concerns about your loan application, or if you believe an error has occurred, please liaise directly with your HLG consultant. If you are not satisfied with the resolution or the way in which your concerns are handled, please contact our Complaints Manager, who will work with you to resolve the situation.
Respecting your privacy

To complete your loan application, HLG requires information from you. The information collected by your HLG consultant is needed to provide a choice of loans that we consider best suit your needs.

To assist you in obtaining finance, your information will be passed on to the lender/s you choose and if applicable to a Lender’s Mortgage Insurer. You can obtain a copy of the HLG Privacy Policy from our office or website. We respect your privacy and welcome your enquiries. You can request details of your personal information held by HLG, or enquire about the treatment of your personal information by contacting:

The Manager
Housing Loans Group
38 Ellingworth Parade (PO Box 359) Box Hill, Victoria 3128
Phone: 03 9898 9223
Fax: 03 9899 3346

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