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Case Study: Tom

We had a chat with Tom and asked him a few questions on his experience, challenges, and how he overcame them.


Home loan customer

Meet Tom, a fantastic customer of ours who came to us when it was time to purchase an investment property through his SMSF.

Age: 50s

Relationship status: Married with grown-up kids

Stage of the journey: Owner Occupied Property and two investment properties

Tom Tom

We had a chat with Tom and asked him a few questions on his experience, challenges, and how he overcame them.


We live in Sydney and we have a grown-up son and daughter. Our son wants to move up to Newcastle area and buy a place up there and my daughter's going to stay in Sydney. So, we thought that if we buy a place between Sydney and Newcastle, it will be an hour one way, an hour the other way, and we can see the kids without major, stressful driving. We wanted to get out of Sydney at a later stage anyway and slowly start retiring so buying an investment property now near Lake Macquarie that we could live in later seemed like a good long-term strategy. We were looking for five months before we found our ideal property, a free-standing home with only 3mins walk to the water’s edge. We chose to finance it through our SMSF.


  • Getting finance was more difficult than with our previous property purchases. SMSF residential property finance is a specialised area of lending and I was disappointed to discover that our usual mortgage broker couldn’t get us the amount we needed or a good interest rate.

“Will definitely use loans.com.au again for our next purchase or refinance.”

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  • I went online to search for a lender myself and found loans.com.au. After an informative chat with Sharon from the Sales customer care team, we were able to get pre-approval for the amount we needed within about four hours and the interest rate was much, much better. After that, we were able to start looking seriously and putting bids on properties.

How much can I borrow?

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How did you find dealing with loans.com.au?

I just thought that was a really great service. I’m a massive fan of communication. Everything gets done when people communicate and found that all the people I spoke to were fantastic in the whole organisation. Having a 10-day cooling-off period prior to exchange, we did have a hiccup with a valuation deadline but, when I informed the customer team that exchange was due the very next day, they dropped everything and arranged a valuation within a couple of days prior when we needed it.

I was introduced to Lee who was my customer service contact throughout the process, but even if I couldn't get on to him, I would speak to one of the other people and they were all very helpful & informative. loans.com.au have got a good process in place and combined with engaged & well-informed staff, make it a successful business which ultimately make it less stressful to deal with. As soon as an email comes in, it is filed and dealt with accordingly. Comments are all put into place so, when the next day I talked to someone, they knew exactly what had happened and that we're all good. It works. It's great. I have already recommended loans.com.au to other people who are paying too much for their SMSF property and investment loans. Will definitely use loans.com.au again for our next purchase or refinance.

loans.com.au customer?

If you’re a loans.com.au customer and would like to be featured, we’d love to hear from you! Send us an email at community@loans.com.au and we’ll get in touch.

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