CUSTOMER CHARTER
our Commitment To You At Starling Capital
Starling Capital stands as a premier asset finance brokerage in Australia. Our expertise lies in facilitating personal and business loans, covering a wide spectrum from motor vehicles and motorcycles to boats, jet skis, caravans, motorhomes, trucks, and equipment.
Teaming up with over 30 of Australia’s top-tier Bank and Non-Bank lenders, we bring forth some of the most competitive loan rates and comprehensive finance solutions nationwide. Our standing in the market is a result of our accumulated industry experience, access to favourable finance rates, and an unwavering commitment to delivering exceptional customer service.
YOUR JOURNEY WITH US
Flock to the rates – stay for the service.
Acknowledging your freedom to choose finance providers, we assert that our industry know-how, access to advantageous finance rates, and dedication to providing superior customer service make us stand out as industry leaders.
APPLICATION PROCEDURE
Embark on your finance application journey with an initial discussion, allowing us to comprehend your needs and gather crucial information for your application. This involves details about your employment, residential history, the asset you wish to finance, and an analysis of your income and expenses.
REQUIRED INFORMATION
Upon understanding your needs and identifying the most suitable lender, we may request documents to support your application. These could include certified copies of your driver’s license, bank statements, wage/pay slips, rental agreements, or rate notices. After receiving the necessary documents, we promptly submit them to a lender aligned with your circumstances.
PRIVACY PROTECTION
At Starling Capital, the protection of your personal information is of utmost importance. We adhere to rigorous systems and procedures to ensure privacy protection, governed by the Privacy Act 1988 (Cth) and other relevant laws. For further details, refer to our Privacy Policy.
OPEN COMMUNICATION
Our commitment is to maintain proactive communication with you. From prompt responses to initial inquiries to regular updates on your application status, we strive to provide a customer experience based on transparency and efficiency.
FEES & CHARGES
There are no upfront costs when applying with Starling Capital. Operating as a Fee-for-Service broker, our charges are incurred only upon the successful settlement of your loan. Our goal is to consistently offer the lowest total cost of the loan and the best rates, leveraging our extensive industry experience and partnerships with over 40 lenders.
COMPLAINT RESOLUTION
While we aim to provide exceptional service, we acknowledge that concerns may arise. We have a free and straightforward complaints procedure to address any dissatisfaction.
What is a complaint?
A complaint is an expression of dissatisfaction related to our service or the complaints handling process, expecting a response or resolution.
How to contact us:
| In writing | Dispute Resolutions Officer Starling Capital PO BOX 5821 Stafford Heights QLD 4053 |
| By phone (during business hours) | 1300 300 300 |
| By Email | customer.relations@starlingcapital.com.au |
Expected resolution time:
Our goal is to resolve complaints swiftly, typically within 21 days. In more complex cases, resolution may take up to 30 days.
Privacy Complaints
For privacy-related complaints, follow the outlined process. If unsatisfied with AFCA, you may also contact the Officer of the Australian Information Commissioner (OAIC).
Anonymous complaints
We regretfully cannot address anonymous complaints. To ensure thorough investigation and resolution, we require your name.
For additional information, please complete our contact form. One of our experienced team members will respond to your enquiry within 2 Business days.