What our Clients Say about Us

Loans Australia is committed to excellence in customer service and the overall experience received by our clients. To achieve continual improvement regular feedback from our clients is critical to make sure our systems are working and ensure we are always kept on our toes. Loans Australia has employed Australia's leading Customer Service performance analysis firm. Customer Satisfaction Australia surveys clients of mortgage related companies and then provides a report analysing the results and a benchmark to compare our rating to others in the industry.

Loans Australia believes that by using an independent company clients are more likely to give an open and frank assessment of the service they received. This will enable Loans Australia to continually improve its service and systems.

Latest Survey Results

Clients were asked to rate Loans Australia out of 10 in six keys areas:

What Customer Service Australia said about our survey "Your overall CSI (Customer Satisfaction Index) is 83.9% which is the highest we have to date".

92.1% of respondents said they would recommend Loans Australia to their family and friends. Loans Australia is extremely pleased with this response as we are already implementing new systems to make our clients overall mortgage experience even better than it is now.

Client responses from the survey to the question: How could your broker improve their service?

"Can't think of anything he was really good".

"He can't, his service was excellent".

"I don't think they need to improve their service as the broker was always on time and always came out when needed".

"I can't think of anything it has been fantastic from the word go"

"I honestly do not know because he was absolutely brilliant"

"Could not think of anything needing improving"

"Can't think of anything, they were great"

Client responses to the question: Are there any further comments you wish to make?

"Could not fault them"

"I felt their service was pretty good and I have already recommended them to my family and friends".

"To be honest you can put down 10 out of 10 for everything, we had no problems with Stephen McClatchie he was excellent"

"My broker was very good and I am very happy with the service we received".

"Compared to the loan product I had before, this loan product is excellent. I am very happy with the service and my broker was very good. They don't need to improve their service as he made home visits, I was given all the information that I required and it was made easy for me".

"I will save you some time, it will be ten out of ten for everything"

"I think they are pretty bloody sharp and are way out there as far as customer service".

"Their service has been excellent".

"I have already recommended this broker to family and friends".

"I find the newsletter very helpful and I have already recommended the broker to my friends. The broker was "absolutely brilliant". I was very pleased with the service".

"It is quite handy to read the newsletter"

"I am very happy with them as they got back to me straight away. They were excellent".

"I think the service was excellent, and the newsletter is very good. I have already recommended them to my family and friends".

"He was fantastic communication wise and had great feedback, he kept me informed from the word go".

"I don't know how the broker can improve their service, they were always available and responsive and the newsletter they send out is very helpful. I was very happy overall".

Note: All results can be verified with Loans Australia directly or with Customer Satisfaction Australia
1800 023 363.

Testimonials

"As a professional property investor I have tried to get my finance through many banks and brokers in the past, but they never worked out. Either they would present loan options that filled their back pocket or they would waste my time and money because they did not understand the property investment strategies I was implementing to secure multiple properties using sophisticated off the plan and valuation over contract strategies. When I came across Loans Australia they provided me with an appraisal of my financial position. They then provided me with a finance strategy that included multiple options that I could choose from and where I can get the finance that I want. Above all else, Loans Australia has always provided the right finance solution for me. I am rapt that I don't have to waste my time and money with any other finance providers again."
J. Kompes, Brisbane

"We have used the services of Loans Australia to go from owning 2 to 7 properties within 2 years. The team at Loans Australia has always been courteous providing a prompt and efficient service and support from start to settlement and beyond. We would highly recommend Loans Australia to any other person or family wishing to obtain a loan."
Oszoli Family, Victoria

"We were new to house buying and originally started by approaching individual banks to enquire about home loans. It seemed to be a never ending process of phone calls and paperwork and we didn't seem to make any progress or feel we were receiving any advantage from applying this way. We contacted Stephen at Loans Australia and found him very informative and supportive. He not only presented over 10 possibilities but he dealt with the paperwork and negotiated a better loan than we would have had ourselves. Stephen also helped us negotiate a car loan. We now have moved in to our new home and have the two cars that were much needed. We would see Stephen again with future loans and have recommended him to a number of friends."
Tony and Belinda, Melbourne

"It is our pleasure in recommending Loans Australia to any prospective home buyers. They have exceeded all expectations in delivering the results through their helpfulness, friendliness and thorough knowledge of the industry. If it wasn't for Loans Australia, we would be in a mine field with our home loan."
R. Belle & P. Morley, Melbourne

"Good Morning Stephen, I just wanted to say Thankyou for your help with organising my home loan. You have a very calming nature which was very relaxing to me during my times of stress. It was all a sharp learning curve and a bit of a rollercoaster but everything worked out well so I just wanted to send my regards and best wishes and again say Thankyou."
E. Keenan, Melbourne

"Thank you so much for helping me buy my first home! Thanks for all your expertise in finding me a loan, answering all my questions and always being at the end of the phone to help."
Angela Morris, Melbourne

"To Dear Steve and all the wonderful staff involved in achieving our loan approval, Thank You.
We realise our situation wasn't all together straight forward but with the commitment, professionalism and expertise shown by everyone our "dream" was realised and we can now look forward to moving ahead with our finances and our association with Loans Australia and RAMS.

It is very difficult to put into words how grateful we are that your belief in us has ultimately turned our "life" around.

Again, thank you for everything.

Kind Regards,"
L&R B , Melbourne

"I highly recommend Stephen to anyone who is looking for assistance with home financing as the service and advice I have received has been excellent. The replies to my questions are always very rapid, yet very informed and Stephen presents an objective view - unlike other institutions who are biased in favour of their products only. I particularly like the choices and flexibility that Stephen has provided."    
A.DV   Melbourne

"Thanks Stephen....so glad I am working with you!"    
A.DV   Melbourne

"Dear Stephen,
Thanks so so much! Once again you have worked miracles.."    
T.L    Melbourne

"Hi Stephen,
...Thanks heaps and heaps mate - you are a star..."
T.L.   Melbourne

"..Again thankyou for your assistance - which I am certain - made the application process much easier than it would otherwise have been."
A.J.   Melbourne

"Thankyou very much for being so helpful - conveying the details of this loan to me...."
A.J  

"Thanks for all your help Clare. I'm very impressed with the service from yourself and Stephen in securing a loan for us. This is a pretty stressful time and you've both made it much easier for us. Thanks again."
N.M   Melbourne

"Yahoo!!!   Thanks Stephen.

I would like to take this opportunity to thank you for all of your help and efforts - you've been fantastic!!   It has been a real pleasure to work with someone who knows their stuff as well as you do - and combines that knowledge with a great customer service ethos, which incorporates outstanding communication skills and regular feedback!!

I look forward to working with you again soon."  
N.B.   Melbourne

" Thanks Stephen,
Sounds very good to me, I didn't expect to hear back from them this soon, but anyway well done."
C.P.   Melbourne

"I just wanted to say thankyou for your help with organising my home loan.   You have a very calming nature which was very relaxing to me during my times of stress.   It was all a sharp learning curve and a bit of a rollercoaster but everything worked out well so I just wanted to send my regards and best wishes and say Thankyou"
EK Melbourne

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