Almost all of our clients don’t pay fees for our services. In most instances, fees (for helping you find the right loan) are paid by the lender.

If the lender pays you a fee, how do I know I’m getting the best solution for my needs?

At Altitude Capital we don’t want your transaction to be a one-off. We know good business is built on good relationships. We know that if we don’t find you the right solution, we have no right to expect you back in the future – so we’re here to make sure you find the solution that meets your needs, every time.

WHERE FEES MAY BE CHARGED

If you withdraw your application, prior to submission to a lender:

If you have engaged our services by signing and returning our Short Application Form and we have completed a Preliminary Assessment and then you decide to withdraw your application or not to proceed with a loan using our services then we will charge you an engagement fee of $880 (including GST) to cover our processing costs.

If we can’t help you:

If we either don’t progress your loan or the lender we choose declines the loan, then you pay no fees unless you have an adverse credit history that you did not tell us about or you provided us with false or misleading information.

If you are using other brokers or lenders:

We work on an exclusive basis only. If we find out that you have applied for a loan with another mortgage broker or lender while using our services then we will charge you a fee of $880 (including GST). Working with multiple lenders at the same time damages your credit history and can greatly reduce your chances of approval.

If your credit history is not clear:

If you have a default/judgment/court writ or bankruptcy listing on your credit file that you did not tell us about, prior to formally lodging your loan application, then we will charge you an application fee of $880 (including GST). If you are unsure, then let us know and we will do a credit check at a cost of $15.

If you provide us with false information:

If you provide us with any false or misleading information we will charge you a fee of $880 (including GST).

If we have obtained a conditional or home seeker approval:

If we have obtained a conditional or home seeker approval for you to look for a property, we reserve the right to charge you an application fee of $1,320 (including GST) This fee is refunded to you when you proceed with the approved loan within the 3 month approval period.

If you repay the loan within 24 months:

When your loan settles, Altitude Capital will defer its full-service fee as it is paid a commission by the lender. However, if you repay the loan within a certain time frame after settlement the lender may request a reimbursement of the commission (usually 100% of the commission received in the first year and 50% of the commission received in the second year).

Any commissions reimbursed to the lender will result in you being liable to pay Altitude Capital Pty Ltd the deferred full-service fee, upon issue of an invoice and proof of the reimbursement. If the payment is not made, then legal action may be taken for the full recovery of the deferred service fee, by referring your outstanding invoice to a debt collection agency. This may in turn result in the agency charging you a debt recovery fee and possibly listing your default with a credit data agency. 

Procedure for resolving disputes

At Altitude Capital we work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have one well and other times when you may wish to tell us we have not met your expectations.

If, for any reason, you do not feel that you have received the highest standard of care from Altitude Capital and/or the Credit Representative, we encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact our complaint handling area on phone: 9659 2202 or email to john@altitudecapital.com.au

We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation. When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party. You may contact the Australian Financial Complaints Authority (“AFCA”). AFCA is an entirely independent external dispute resolution scheme of which Altitude Capital is a member, membership number is 44934. AFCA provides specialist assistance to consumers with queries regarding the credit services they have been provided with. The AFCA contact details are:

Phone: 1800 931 678 or visit their website at www.afca.com.au for further information.