5.0 from 1 Reviews
At Roar Financial, we believe that honest feedback makes us better. Whether you have a compliment to share, a suggestion for improvement, or a complaint you need resolved, we want to hear from you. We are committed to treating every piece of feedback with the care and attention it deserves.
We understand that dealing with finance can sometimes feel overwhelming, and if something has not gone the way you expected, we want to make it right. Our complaints process is designed to be straightforward and respectful. You should never feel like you are being passed around or ignored. When you contact Roar Financial with feedback or a complaint, you are speaking to people who genuinely care about your experience.
We work with clients across Tasmania and throughout Australia, and no matter where you are, you can count on us to listen. We know our clients by name, not by file number, and that personal approach extends to the way we handle feedback and complaints. Every concern raised helps us grow, improve, and continue delivering the kind of service our clients deserve.
If you have had a positive experience with Roar Financial, we love hearing that too. Sharing what worked well helps us understand what to keep doing. And if something fell short of your expectations, your complaint gives us the opportunity to address it directly and make things right for you.
Our commitment to you does not end when your loan settles. We are here for the long term, and that means being accountable and responsive whenever you need us. Feedback and complaints are not a burden to us. They are an important part of how we maintain trust with every client we serve.
If you are unsure whether your concern qualifies as a formal complaint, do not worry. Reach out to us and we will help you work through it. Whether it is a question about your home loan, a concern about how your application was handled, or feedback about our communication, we are ready to listen and respond with honesty and care.
Contact Us
Submitting feedback or a complaint to Roar Financial is straightforward. Use the form below to reach us directly, and a member of our team will be in touch promptly to acknowledge your feedback and discuss next steps.
Step 1: Get in Touch
The first step is simple - reach out to us. Whether you call, email, or fill out our online enquiry form, we make it easy to start the conversation. There are no complicated forms or confusing jargon, just a friendly chat about what you are looking to achieve.
Step 2: Initial Consultation
We sit down with you - in person, over the phone, or via video call - to understand your goals, your financial situation, and your timeline. This is your chance to ask questions and for us to get a clear picture of what you need. We listen first so we can find the right solution for you.
Step 3: Assessment and Fact Find
We gather the key details about your income, expenses, assets, and liabilities. This helps us understand your borrowing capacity and identify the loan or finance product that best suits your circumstances. Everything is handled with care and confidentiality.
Step 4: Research and Recommendation
Using our access to a wide panel of lenders, we do the legwork for you. We compare products, rates, and features across multiple lenders to find options that genuinely match your needs. We then present our recommendation clearly, so you can make an informed decision with confidence.
Step 5: Application Preparation
Once you are happy with the recommended solution, we prepare and package your application. We guide you through the documents required and make sure everything is accurate and complete before it is submitted. A well-prepared application gives you the best chance of a smooth approval.
Step 6: Lodgement and Approval
We lodge your application with the lender and manage the process from start to finish. We stay in regular contact with the lender on your behalf and keep you updated every step of the way. If the lender needs anything further, we handle it quickly so there are no unnecessary delays.
Step 7: Settlement and Beyond
Once your loan is approved and settled, our job is not done. We check in to make sure everything has gone smoothly and that you are happy. As your circumstances change over time, we are here to review your finance and make sure it continues to work hard for you.
We Are Here to Support You
When Roar Financial receives a complaint, we follow a clear and fair process to make sure your concern is taken seriously and resolved as quickly as possible.
First, we acknowledge your complaint promptly, usually within one business day. We will confirm that we have received it and let you know who will be looking into it. From there, we investigate your complaint thoroughly and fairly. We look at all the relevant information, speak with the right people, and work to understand exactly what happened.
Once we have completed our review, we will contact you with our findings and explain what we intend to do to resolve the matter. We aim to resolve all complaints within 30 days. If we need more time, we will keep you informed along the way.
If you are not satisfied with our response, you have the right to escalate your complaint to the Australian Financial Complaints Authority, known as AFCA. AFCA is an independent external dispute resolution scheme that provides consumers and small businesses with access to fair and independent complaint resolution. You can contact AFCA at www.afca.org.au or by calling 1800 931 678. There is no cost to you for using this service.
Roar Financial is committed to resolving complaints in a way that is fair, transparent, and respectful. We take our obligations seriously, and we want every client to feel confident that their concerns will be handled with integrity. For more information about how we manage your personal information during this process, please review our Privacy Policy.
What Our Clients Say
Rodney helped us with our home loan and did a wonderful job of reassuring us and helping us navigate what can be a daunting experience, especially when buying our first home. Rod did a great job of finding a great lender and achieving an excellent outcome for our complex situation. We’re very grateful for all his help and would highly recommend him to anyone looking for a mortgage broker.
Sam
Your Questions Answered
Refinancing means replacing your existing home loan with a new one, either with your current lender or a different one. People refinance for a variety of reasons, including wanting a different loan structure, accessing equity in their property, or consolidating debts. Whether refinancing makes sense for your situation depends on a number of factors, including your current loan terms, any exit fees, and your financial goals. Roar Financial can help you review your current loan and compare it against other options available through our lender panel. We will walk you through the potential benefits and costs so you can make an informed decision that suits your circumstances.
Roar Financial can assist with a wide range of lending needs. This includes home loans for owner-occupiers, investment property loans, refinancing existing loans, construction loans, and loans for self-employed borrowers. We also assist with commercial finance and asset finance for business owners who need funding for equipment or vehicles. Every situation is different, and we take the time to understand what you are trying to achieve before exploring which options may be available to you. If you are unsure whether your lending need falls within what we can help with, simply reach out and we will have an honest conversation about how we can assist.
To get the ball rolling, it helps to have some basic information ready. This typically includes details about your income, such as payslips or tax returns if you are self-employed, along with information about your expenses, existing debts, and any assets you hold. If you are purchasing a property, details about the property and the purchase price are also useful. Do not worry if you do not have everything ready straight away. At Roar Financial, we will guide you through what is needed and help you gather the right documents at the right time. The important thing is to start the conversation so we can understand your situation.
The timeline can vary depending on the type of loan, the lender involved, and how quickly documents can be gathered and verified. In general, once an application is submitted with all the required information, lenders may take anywhere from a few days to a few weeks to assess and approve a loan. Roar Financial works to keep things moving by staying on top of your application and following up with lenders on your behalf. We will keep you updated throughout the process so you always know where things stand. Delays can sometimes happen, but having a broker managing the process means there is someone actively working to resolve any issues that come up.
When you go directly to a bank, you only see what that one lender has to offer. Roar Financial works with a panel of lenders, which means we can look across multiple options to find one that suits your circumstances. We take the time to understand your financial situation and goals before recommending anything. Our job is to represent you, not the lender. We also help you prepare your application properly, which can make the process smoother and less confusing. For clients in Tasmania and across Australia, having a local broker who genuinely understands your needs can make a real difference to your experience.
In most cases, mortgage brokers in Australia are paid a commission by the lender when a loan is settled. This means that in many situations, you do not pay us directly for our broking services. The commission structure is regulated under Australian law, and brokers are required to act in your best interests under the Best Interests Duty. We are always transparent about how we are paid, and we will explain this clearly before you proceed with anything. If there are any fees that apply to your specific situation, we will let you know upfront so there are no surprises along the way.
Having a less-than-perfect credit history does not automatically mean you cannot access finance. There are lenders on our panel who specialise in working with borrowers who have had credit challenges in the past, such as defaults or missed payments. Roar Financial will take the time to understand your full situation before exploring which lenders and products may be suitable. We will always be honest with you about your options and what to expect. We do not make promises about outcomes, but we do commit to doing the work to find out what is possible for you and presenting your application in the strongest way we can.
A mortgage broker acts as the go-between for you and a range of lenders. Rather than you having to approach each bank or lender on your own, a broker like Roar Financial does the legwork on your behalf. We assess your situation, help you understand your borrowing options, and present loan products from our panel of lenders that may suit your needs and goals. We handle the paperwork, liaise with lenders, and keep you informed throughout the process. Whether you are buying your first home, refinancing, or investing in property, having a broker in your corner means you have someone working for you, not for the bank.
Getting in touch with Roar Financial is straightforward. You can reach us by phone, email, or through our website to book a consultation at a time that suits you. We are happy to meet in person if you are based in Tasmania, or connect with you remotely if you are elsewhere in Australia. There is no obligation involved in having an initial conversation with us. We simply take the time to listen to your situation, answer your questions, and explain how we may be able to help. The sooner you reach out, the sooner we can start working on finding the right lending solution for your needs.
Not at all. While Roar Financial is proudly based in Tasmania, we work with clients right across Australia. Thanks to phone, email, and video calls, we can have meaningful conversations with you no matter where you are located. We understand that different parts of Australia have different property markets and lending considerations, and we take the time to understand your local context. Whether you are in Hobart, Melbourne, Brisbane, or anywhere in between, Roar Financial is set up to support you through the process of finding a loan that works for your situation.
Ready to Take the First Step?
Whether you have feedback to share, a complaint to raise, or simply want to discuss your lending needs, our team is ready to help. Book an appointment and let us show you what genuine, personal service looks like.
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