We may be a mortgage broker who pays you a rebate, but
at Peach Home Loans we pride ourselves on first class personal service. Here
is the level of service you can expect:
-
You can call us on our national number - 1300 13
75 86 - on any weekday between 9.30 am and 9.30 pm (and often later).
We are available throughout the weekend.
-
The first time you contact us - by phone, internet
or fax - we will be back in touch with you within half a working day.
If you call us out of hours we will often respond before the next business
day. If you only provide us with an after hours number, or request us
to call you after hours we will call you on our first opportunity to do
so, this may be more than a half working day from the time of your application.
-
On the same day of our initial discussion with you,
you will be e-mailed a product description, application forms and supporting
documentation complete with instructions, allowing you to apply for a
home loan. It will usually be copied to another member of our team. We use
this method both to cross check the accuracy of what we say and also to
stimulate internal discussion of alternative approaches to your financing
requirements.
-
Your initial e-mail may be delayed by one or more
days if specific research is required.We will mention this to you in your
initial discussion.
-
We will call you within two days of sending you out
our initial e-mail to make sure that you have it and to answer any further
questions you may have.
-
We aim to minimise the amount of time you are ever
kept waiting on the phone. If we can't answer your call, please leave
a message and we'll get back to you. Again, we undertake to do so within
half a working day but usually much sooner.
-
If you provide us with your application in complete
form we begin processing it within half a working day. 90% of applications
we receive in complete form are forwarded to the lender within one working
day of receipt.
-
If processing is urgent the home loan application can
be submitted within one day. We will do our very best to process urgent
applications as quickly as possible - including regular checkups with
the lender to make sure progress is being made.
-
If you need urgent service, for a non-refundable
fee of $295 we will undertake to respond within two hours to any reasonable
request or query. The deposit will be refunded and we will pay you another
$295 with your rebate if we fail to meet this standard.
-
We will keep you informed of the progress of your
home loan by phone or e-mail usually within two hours and always within a day
of important news - such as approval in principle, request for more documentation
and unconditional approval. Some lenders do not advise us of settlement
and by this stage your conveyancer should be providing you with feedback,
however if we are informed, we will also ensure you are informed.
-
If, in your opinion we fail to meet any of the standards
set out here please tell us and after your home loan settles through us, we
will pay you an additional $50 with your rebate. This offer is not available
where we do not settle your home loan.
-
Throughout your dealings with Peach, you will have
the direct office number of the CEO Nicholas Gruen - 02 6626 6832. If
you have any concerns at any stage you are invited to ring him.
-
If you are unhappy with the person managing your
application, we will be happy to allocate another application manager
to manage your file. Please note, some lenders make it difficult for us
to reallocate brokers. In this case we will advise you of the situation
and discuss what options are available to you.
