Why Bluestone

Global Structure

Bluestone Mortgages is part of the Bluestone Group which was established in 2000. Bluestone is a fast growing, multi-national financial services business with offices in the UK, Ireland, the Philippines and Australasia. Since 2000 we've originated over £3b (A$5bn) of loans for more than 20,000 customers and completed a total of 20 securitisations in both Australia and New Zealand.

Our Vision

We understand that one size doesn't fit all. We understand that the way we work, how we get paid and how we save is not the same for everyone so we’ve designed our products and services to be more flexible. We’ve also spent a long time talking to mortgage advisers about how they do business so you can be confident when recommending us to your customers. We won’t stop there. We’re passionate about getting things right so we'll keep a close eye on how we perform and keep in regular contact to make sure things stay on track.

Our Solutions

Bluestone's loans are designed to be more flexible than those of traditional lenders. Our customers come from all walks of life and we believe we serve a broader and more representative cross-section of the community than any other lender. This diversity includes:

  • Successful business people 
  • Entrepreneurs in the early stages of starting a business
  • Contractors working on a variety of short-term projects
  • People who are consolidating credit/store cards to reduce their monthly repayments
  • Borrowers with credit problems looking to put them in their past
  • Property investors raising funds to purchase another property
  • Recent divorcees funding the division of their assets
  • Recent arrivals to the country

Many of our customers are self-employed, and we understand the difficulties facing small business operators, both in terms of managing cash flow within a business, and in demonstrating serviceability when it comes to applying for a loan. Some of our customers have had credit problems (we don’t find that surprising as around 10-15% of the community have) and to them we offer an open mind and an understanding approach.

Responsible Lending

Bluestone is a responsible lender and we acknowledge our obiligations to ensure we are acting in the best interests of our borrower by ensuring that every loan Bluestone offers is "not unsuitable". We will ensure that both Bluestone and its representatives maintain an ethical and responsible approach when dealing with borrowers. We will do this by:

  • Making sure their repayments will not put the borrower in a position of financial hardship
  • Making sure that the loan meets the borrowers requirements and objectives
  • Verifying the financial information provided to us by borrowers
  • Ensuring that systems for the disclosure of product information, fees and charges, complaints handling processes and other relevant information are in place. This way consumers can make an informed choice as to the product they are acquiring
  • Ensuring all business partners are aware and compliant with the National Consumer Credit Protection Act and the regulatory requirements of ASIC and The Credit Ombudsman
  • Ensuring Bluestone's own credit policies and procedures are appropriate, reasonable and consistent to ensure adherence to all of the above

Complaint Resolution

While we endeavour to provide high quality products and customer service to our customers and business partners, we recognise that you may have concerns you would like to raise with us occasionally. We would be pleased to hear any feedback regarding our products and service levels.

Contact Us via phone or email

Once you have lodged a compliant with us you can expect the following minimum actions:

  • we will provide you with the contact details of the investigating officer
  • we will give you an estimated time that your complaint may take to be resolved
  • we will invite you to tell us about your concerns, how the issue occurred and how you would like us to fix it
  • at the end of the process, we will provide you with our decision and explain how we have come to that decision
 

When dealing with your complaint, we will:

  • Treat you with respect and provide transparent and fair process
  • Guard your privacy and confidentiality
  • Never charge you for making a complaint
  • Comply with our legal and regulatory obligations
  • Learn from your complaint and continually improve our processes, products and services
  • Manage your complaint from beginning to end with efficiency and effectiveness


If after you have given us an opportunity to resolve your complaint you are not satisfied with the outcome, you are welcome to refer your complaint to an external dispute resolution scheme.

Australian Customers: 
Credit and Investment Ombudsman
Phone: 1800 138 422
Website: www.cio.org.au

New Zealand customers: 
Financial Services Complaints Ltd
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Website: www.fscl.org.nz