Expert Lending believe that it is essential for our customers to be able to identify and deal with a Lending Specialist who has the ability, authority and proper training to hear and respond appropriately to any complaints or disputes. 

Expert Lending are a member of the Mortgage & Finance Association of Australia (MFAA) and as such we are also subject to the requirement to have in place an Internal Dispute Resolution procedure. 

Receiving complaints
You can lodge complaints by contacting Andrew Hill, Steve Moore or Karenza Hill as one of Expert Lending's Complaints Officers by:
•    telephoning 1300 887 748
•    e-mailing admin@expertlending.com.au
•    writing to Expert Lending, Shop 1.34, Orion Springfield Town Ctr, 1 Main Street, Springfield Central QLD 4300

or by speaking to any representative of our business who will refer you to one of the Complaints Officers.

You should explain the details of your complaint as clearly as you can.  You may do this verbally or in writing.

When Expert Lending receives a complaint, we will attempt to resolve it promptly.  We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints. 

Expert Lending will observe the following principles in handling your complaint:

1. there is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;
2. we expect that both parties will make a genuine attempt to resolve a complaint promptly;
3. we expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
4. we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame. 

Our external dispute resolution scheme
If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.  Our external dispute resolution provider is COSL (Credit Ombudsmen Services Limited) phone 1800 138 422, www.cosl.com.au.

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. 

• Stamp Duty
  Your Transfer Stamp Duty is payable to the Office of State Revenue 30 days after the Purchase Contract is Unconditional.  If settlement is within 30 days of the contract becoming unconditional, you should be able to pay this at settlement.  Consult your Solicitor/Conveyancer in this regard.
• Your Contribution
  We have calculated an amount required as your contribution.  This amount includes all perceivable costs including Government, Solicitor and Bank Fees.  You need to arrange for your contribution to be available in cleared funds with your Solicitor/Conveyancer.  Consult your Solicitor/Conveyancer to find out when they require the funds (usually 2 days prior to settlement).

We have quoted on all perceivable fees payable at the time of settlement.  The bank has a responsibility under the Consumer Credit Code to disclose all fees that may be payable for the term of the loan.  Following are some examples, but are not limited to the below:

• We may have quoted $10 per month account keeping fee as part of your selected product.  For a 30 year loan (360 months), the Bank may disclose this fee as $3,600 being $10 per month for the term of the loan.
• The bank must disclose discharge or payout fees.  These fees are definitely payable because the loan will eventually be paid out.  They do not form part of my costing for funds to complete your transaction as they will only occur when the loan is eventually paid out.
• Mortgage Stamp Duty concessions that you may be entitled to are already accounted for when we quoted.  Certain requirements must be satisfied for you to be eligible for any concession.  If you do not return a completed application form (provided by the lender with the loan documents) in time for settlement, any applicable concession may not be processed in time.  As a result, most lenders will quote full Mortgage Stamp Duty (not the amount net of the concession) and will either make an adjustment at settlement or rebate your loan with the applicable concession amount on or shortly after settlement.
• Fees to switch your loan to another product at a later stage, fees payable if you fall behind on your loan repayments and fees to perform other changes to your loan will be quoted in your loan contracts.  We do not quote these fees as they vary and may not be payable.
  

Some fees which may be payable that are not ascertainable at the time of initial quote include but not limited to:

• Release of Mortgage fees payable to the Department of Natural Resources.  Without access to a title search, these costs are not ascertainable.  For a purchase, these fees are generally born by the vendor in QLD and deducted from the purchase price thus leaving them out of the calculations and not detrimental to your funds to complete the purchase.  For a refinance, if there is more than one mortgage to be released, the fees will increase according to the number of mortgages.  We have quoted as though there is one mortgage to be released per property.
• Rates and water adjustments made by your solicitor.  These costs are relative to the rates and water paid up on the property and you will be charged or credited, as an adjustment to the purchase price, based on the number of days remaining from settlement date to the next Rates period.  We are unable to predict these costs.
• Title search, Settlement Notice and Bank Cheque fees charged by the lender.  These charges vary from lender to lender and we are unable to determine these costs at the time of your application.  These fees will be disclosed in the loan documentation provided by the lender and provisions should be made at that time if necessary.