Frequently asked questions
About Qantas Money Home Loans
How does Qantas Money lend for a home loan?
Does Qantas Money offer introductory (honeymoon) home loan rates?
How can Qantas Money offer such low home loan rates?
Why choose a Qantas Money Home Loan?
Considering a home loan
Am I eligible for a Qantas Money Home Loan?
I'm self-employed, can I apply for a Qantas Money Home Loan?
How quickly can I get a home loan?
Can I submit an application for multiple properties?
What is a Comparison Rate?
Mortgage versus home loan - do they mean the same thing?
What are the fees associated with a Qantas Money Home Loan?
Saving for a home loan
What is equity?
What does LVR mean?
What is Lenders Mortgage Insurance (LMI) and when would I need it?
What other upfront costs are involved in buying a home?
Can I use the equity in my current home as a deposit?
How much deposit do I need for a home loan?
Types of home loans & features
Is fixed or variable rate better?
What type of home loan is best if I’m a first home buyer?
What is a variable rate home loan?
What types of home loans does Qantas Money offer?
What is a fixed rate home loan?
I’m not sure which type of loan or features will be best for me. Do I need to know before I apply online?
How do I choose a home loan?
Principal and interest or interest only?
What is a roll-to rate?
What is a home loan interest rate?
What is an offset account and how does it work?
Applying for a home loan
What happens after I have applied?
How do I submit a joint application?
How does the application process work?
I am not an Australian resident, can I still apply for a Qantas Money Home Loan?
Can I apply for any type of Qantas Money Home Loan online?
How does full approval with Qantas Money work?
How can I check the status of my application?
How does Qantas Money assess the value of my property?
Will I always get your published interest rate?
How does making an application affect my credit score?
How long does it take for a home loan to be approved?
Does Qantas Money offer pre-approval?
Where can I get help to complete my application?
What documentation will I need to provide?
How does Qantas Money assess my household expenditure?
I’ve completed the application process. What happens next?
When will Qantas Points land in my account?
What is Stamp Duty?
How will Qantas Points be allocated for a joint application?
How does the settlement process work?
How long does it take to receive my home loan funds?
Who can act as a witness when I sign the loan documents?
After settlement do we deal with Qantas Money or Bendigo and Adelaide Bank?
Managing your home loan
How often will I receive information on my account?
Can I make changes to my loan?
How can I make repayments and redraw on my home loan?
How do I redraw on my loan?
How do I use my debit card?
Can I pay extra into my home loan each month?
How can I check what my current home loan repayments are?
How do I log in to online banking for my home loan?
How much difference does 0.5% make on a home loan?
How much can I borrow when refinancing?
How do I refinance my home loan?
How can I calculate my savings from refinancing?
Can I use equity in my loan?
What are the benefits of refinancing your home loan?
Security & Privacy
Is it safe to get a home loan online?
How can I tell which emails are genuine?
Is entering my online banking details safe?
How does Qantas Money manage data security, to protect my financial information?
What do I do if I receive a suspicious phone call?
Customer support and complaints
All Categories > Frequently asked questions > Customer support and complaints > How do I lodge a complaint relating to my Qantas Money Home Loan?
How do I lodge a complaint relating to my Qantas Money Home Loan?
Let us know straight away
We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please let us know by calling a Qantas Money Home Loan expert on 1300 992 700, or +61 2 8222 2569 if you are overseas.
Sending us feedback or a complaint via email
If you feel your complaint is not being managed well, you can refer your complaint to our Customer Relations Unit.
Mail: GPO Box 1048, Adelaide SA 5001
To assist our teams with their investigation, the following information should be included, if available:
- Full Name of the applicant/s or account holder/s
- The product or service the feedback/complaint relates to
- A summary of your feedback/complaint
- What you would like to happen next and/or the outcome you are looking to achieve
- Any detail of who you have spoken with (if anyone) to have this matter resolved
- Contact details such as the desired email address and contact phone number
Important to note: Please do not put any personal information other than the items listed above in the email, such as account numbers, date of birth, mothers’ maiden name etc. We may need to contact you by telephone to confirm your identity, prior to sending you an email response.
How long will it take?
We will try to resolve your complaint quickly and fairly, however some complaints do take more time than others. If we anticipate that your complaint will take longer than 21 days to resolve, we will contact you within this time to provide you with an update.
We also have a Customer Advocate to advise and guide our front-line teams on matters which are sensitive in nature, or where guidance is needed to resolve complex issues fairly and quickly.
If you remain unsatisfied
If you remain unhappy with the outcome, or handling, you may escalate your complaint further and contact the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001