FAQ

There are no fees associated with viewing transactions, transferring funds or scheduling payments via your online services. There is a $10.00 fee for ordering interim statements.

We charge a settlement fee of $300.00 and in addition a valuation fee. The valuation fee for a standard property in a metropolitan area in a major city starts at $220.00 for properties valued up to $1million. The valuation fee is not refundable and is payable when the valuation is ordered. The remaining $300.00 settlement fee is deducted from the loan proceeds at settlement.

Yes, you can split your home loan to have both variable and fixed interest rate payments. Please call or email our friendly Customer Care team on 13 10 90 (customercare@loans.com.au) to discuss splitting your loan.

If you're making Interest Only repayments, then your repayments will be monthly. If you're making Principal and Interest repayments, then you have the option to choose between Weekly, Fortnightly, or Monthly payments. To discuss your repayment options further, please contact our Customer Care team on 13 10 90 (7am-7pm Monday to Friday). We'll be happy to help.

Please call Customer Care on 13 10 90 between 7am to 7pm AEST Monday to Friday to set a fixed amount as chosen by yourself or the minimum loan repayment required.

Additional repayments into a fixed home loan are allowed and are up to $10,000 per annum. There is no redraw or offset available unless there is a variable split.

You can make unlimited extra repayments and lump sum repayments on your variable rate home loan and up $10,000 extra repayments per year on your fixed rate loan.

Yes, please call Customer Care on 13 10 90 between 7am to 7pm Monday to Friday AEST to arrange the payout of the Home Loan. Our Team will provide to you payout figures and guide you through the process.

Yes, as long as you have available funds to redraw from. You can redraw on your variable home loan directly or your 100% redraw offset facility.

You can use the First Home Owners Grant (FHOG) as part of your deposit, however, if you are borrowing more than 80% of the value of the property, mortgage insurers require that you have saved at least 5% of the purchase price as genuine savings.

Yes this is a compulsory part of the application process. It is important for both us as a lender and also our customers, as the security value needs to be accurate and correct.

Yes we have calculators available that you can use on our website. Please click the Calculators button located in the top menu of the website or you may choose to go directly via www.loans.com.au/calculator.

To access Smart Money visit https://money.loans.com.au/Account/Login or click the sign in icon in the top left hand corner of the website. You should have received a login number and temporary PIN during your loan approval. If not, give us a call on 13 10 90 from 7am to 7pm AEST Monday to Friday and our staff can set you up.

To access your current interest rate please log into Smart Money. Select the “Accounts” tab, then click on “Account/ BSB Details” (written in small text on the right hand side of the screen, next to the available balance figure). A pop up will appear showing your current interest rate and other repayment details.

Call our Customer Care Team on 13 10 90 (Monday to Friday between 7am and 7pm AEST) and we will update your Direct Debit immediately.

You  need to apply online at www.loans.com.au.

By calling in and speaking to someone in our payments team on 1800 651 898. You will need to complete a hardship application and return it with all the relevant supporting documents within 28 days.

To give a Third Party the authority to contact us regarding your accounts, please complete a Third Party Authority form, which you can request by contacting our Customer Care team on 13 10 90 7am to 7pm Monday to Friday. A Third Party can be given access to find out information about your accounts, but will not have access to Internet Banking, Cards, or to make any changes to your accounts.

If you're making Interest Only repayments, then your repayments will be monthly. If you're making Principal and Interest repayments, then you have the option to choose between Weekly, Fortnightly, or Monthly payments. To discuss your repayment options further, please contact our Customer Care team on 13 10 90 (7am-7pm Monday to Friday). We'll be happy to help.

Smart Money is secured by Geotrust. SSL certificates from Geotrust® are the ultimate security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third party website identity validation. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) sent between your browser and this site’s web servers are private and secure when the SSL session is activated.

You are eligible if you are an Australian citizen or permanent resident, building your first home in Australia, with the intention of living in the property as your principal place of residence within 12 months of settlement and for at least 6 months. It is important to refer to each state website for the grant eligibility as the state conditions vary.

We can lodge your first home owner's application on your behalf so that the grant is available for you at settlement. You must complete the state specific application form, and provide the original application and required documentation before this can be lodged.

You can setup a pay anyone account using our online money management service Smart Money, and clicking "Personal Payees". To make sure it's you setting up the pay anyone account, we will send you an SMS activation code that must be entered before you can send any money to the new pay anyone account. If you don't have a mobile phone or mobile signal to receive the SMS activation code, contact our Customer Care team on 13 10 90 (7am-7pm AEST Monday to Friday) and we'll send you a form to setup a new pay anyone account.

You can setup a pay anyone account using our online finance management service, Smart Money, and clicking "Personal Payees". To make sure it's you setting up the pay anyone account, we will send you an SMS activation code that must be entered before you can send any money to the new pay anyone account.

If you don't have a mobile phone or mobile signal to receive the SMS activation code, contact our Customer Care team on 13 10 90 7am-7pm AEST Monday to Friday and we'll send you a form to setup a new pay anyone account.

To track the status of your existing home loan application, login to onTrack

To track the status of your existing home loan application, login to onTrack

Your borrowing capacity is a calculation of your total income less your monthly expenses, which include living expenses, other loans, credit cards and dependents.

To calculate your borrowing capacity, the following information is needed:

• Marital status, number of children and their ages up to the ages of 18
• Gross Taxable Income for each applicant (not including any Superannuation)
• Advise of all credit card limits, and any other monthly repayments for any other personal loans, car loans or any  HECS/HELP debts.

A monthly principal and interest payment is calculated on the number of years, the interest rate and the loan limit (i.e. the loan balance plus any surplus funds available for redraw).

Each monthly principal and interest repayment is calculated to cover the interest amount charged and the remainder will reduce the principal/balance of the loan.

Fortnightly and weekly loan repayments are based half or quarter of the monthly repayment amount.

To provide an indicative lenders mortgage insurance premium, the following information is needed:

• Loan amount
• The property value
• The state the property is located in, and
• If the property is owner occupied or an investment property.

When we receive your hardship application we will contact you within 5 days. Depending on your personal circumstances, it may take up to 4 weeks to have a final outcome on your hardship application commencing from when we receive your hardship application, complete with the relevant supporting documents.

From receipt of your signed loan application and all supporting documents, we will usually have a formal approval in place within 10 to 12 working days.

Once you have completed your application online we can generally get preliminary approval to you within 48 hours.

Before you can apply for a home loan, you must have 5% of the deposit held as genuine savings - that is you can show evidence these funds have been held in a bank account for at least 3 months. At loans.com.au we can only lend up to 90% of the value of the property, therefore you would need a minimum deposit of 12% for us to assist. When borrowing more than 80% of the value of the property you have to pay the lender's mortgage insurance premium, which is a one off premium. With a 12% deposit we can then add the LMI premium onto the loan and cap the loan at 90%.

You can select weekly, fortnightly or monthly if you have a Principal & Interest loan. If you have an Interest Only loan you can select monthly loan repayments only

Our website provides information on a variety of our products including fixed and variable loans so you can make an informed decision before submitting an online application. Should you have additional questions about our products please call our Sales Team on 13 10 90 AEST 7am to 7pm Monday to Friday.

Customer with Principal and Interest accounts can view their next repayment amount using our Smart Money service, by clicking on the "Accounts" menu and selecting the loan account. Viewing your next repayment amount online is not available for Interest Only accounts.

All customers can find out their next repayment amount by contacting our Customer Care on 13 10 90 from 7am to 7pm Monday to Friday. We'll be happy to help.

Once you have received your final approval we will then send you your loan contracts to be signed. This will include a discharge document for your current lender. Once we have received all of your signed documents back, we will then forward the discharge form to your current lender requesting suitable day and time to payout and close your home loan with them.

We will require the following:

• Two (2) most recent consecutive payslips for each applicant
• Three (3) months bank statements showing regular salary credits, including most recent salary credits with the name of the employer evident
• Evidence of Salary Sacrifice or Packaging (if applicable)
• Evidence of Company Vehicle/Car Allowance (if applicable)
• Full copy of Contract of Sale signed and dated by all parties, including annexures/attachments where applicable.
• Three (3) months bank statements showing regular savings pattern or funds held for at least three (3) months prior to application

We will require the following:

• Two (2) most recent consecutive payslips for each applicant
• Three (3) months bank statements showing regular salary credits, including most recent salary credits with the name of the employer evident
• Evidence of Salary Sacrifice or Packaging (if applicable)
• Evidence of Company Vehicle/Car Allowance (if applicable)
• Six (6) consecutive months of home loan statements showing consistent repayment history

Please call our Payments team on 1300 784 434 between 7am to 5pm AEST Monday to Friday for further assistance.

In order to apply for our construction home loan, you will need to either own your land outright, be refinancing a land loan or have a Contract of Sale for the Land as well as fixed price building contract, which includes all plans and specifications.

For gifted funds, we will require a statutory declaration from the family member providing the gift, including the full name of the person receiving the gift, amount of the gift and confirming the gift is non repayable.

You can view your current interest rate using our online finance management service, Smart Money, by clicking on the "Accounts" menu and selecting the loan account. Alternatively, you can contact our Customer Care team on 13 10 90 (7am-7pm Monday to Friday). We'll be happy to help.

You can confirm your current redraw balance using our online finance management tool- Smart Money, by clicking on the "Accounts” menu and selecting the account. If you are making weekly or fortnightly payments, the available redraw balance may include some payments that you need to leave in the account for you monthly repayment due amount. Alternatively, you can contact our Customer Care team on 13 10 90 7am to 7pm AEST Monday to Friday. We'll be happy to help.

Loans.com.au has an Internal Dispute Resolution (IDR) process to investigate and respond to all customer complaints within 45 days. Our IDR process is detailed below.
 
Referral
When we receive a complaint, the matter is referred to a manager with the appropriate knowledge and authority to undertake the investigation. 
 
Investigation
The manager completes a thorough investigation of your complaint and sources any supporting documentation if required. Once their investigation is completed, full details and results are returned to the Customer Relations team for assessment. 
 
Response
Once we receive the completed complaint investigation, we will then provide the outcome of the investigation and the reasons for reaching that decision to you in the same way you contacted us whether that’s by post, fax, email (if submitted via our website), or telephone. 
 
If you aren’t satisfied with our response to your complaint, you have the option to contact the Australian Financial Complaints Authority (AFCA) with your concerns. 
 
Before you contact AFCA, you must give Loans.com.au the opportunity to investigate and respond to your complaint.

You can contact the Australian Financial Complaints Authority at www.afca.org.au or on 1800 931 678.

With fixed rates there can be a rate break cost. Please contact Customer Care on 13 10 90 between 7am to 7pm Monday to Friday AEST to request for an indicative amount.

The interest rate on a variable loan may go up and down over the duration of the loan. You can make additional repayments at any time with no penalties or extra costs. You also can access any additional repayments. The interest rate on a fixed rate loan doesn’t change over the fixed period you have selected so you will know how much you need to pay each month and not affected by any interest rate increases. There are limits to the amount of extra repayments you can make, and you cannot access additional repayments until the fixed term has ended.

loans.com.au is an online lender, with our head office, loans specialists, underwriters and customer care team all based in Brisbane. We work with our customers directly using phone, email, fax, post and Skype. You have a designated lending manager and support specialist to manage your home loan from application to settlement. We do not have a branch network, so no expensive overheads or shareholders dividends, nor do we work with brokers or mortgage managers, so no trailing commission. These are the main reasons we can offer such a low variable home loan rate.

Please call our Payments team on 1300 784 434 between 7am to 5pm AEST Monday to Friday for further assistance.

The full discharge fees will be shown on your loan agreement. Typically, there will be $300 discharge fee and $250 discharge documentation fee. If you have a fixed rate loan, there may be a fixed rate break cost applicable as well.

Our Loan Specialists are available from Monday to Friday, 8:00 am until 6:00 pm, AEST. Please feel free to call us on 13 10 90 if you wish to speak directly with our Loan Specialists.

Our live chat hub hours are Monday to Friday 7am to 11pm, and Saturday and Sunday from 4pm to 9pm. AEST.

As nominated by you on your direct debit form returned with the documents pack. Our Customer Care team will also confirm your repayment dates when calling you at loan settlement.

The next monthly repayment due date for your loan account is available using our online finance management tool - Smart Money, by clicking on the "Accounts" menu and selecting the loan account. Keep in mind that this is the monthly due date, and will not consider any weekly or fortnightly direct debits. Alternatively, you can contact our Customer Care team on 13 10 90 (7am-7pm Monday to Friday). We'll be happy to help.

You can call Customer Care on 13 10 90 option 3. Our Customer Care team are based in Brisbane and available from Monday to Friday 7am to 7pm. AEST.

All of our home loan, car loan and insurance products can be viewed on our website.
Click here to compare our home loans.
Click here to compare our car loans.

Loans.com.au welcomes all feedback from all our customers. If you have a concern that can’t be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact loans.com.au at: customerrelations@loans.com.au