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Delivering good customer outcomes

As a lender, Mann Island is committed to delivering good outcomes for our customers. This means that you should have confidence at each stage of our relationship that:

  • the fair treatment of customers is central to our corporate culture;
  • our products and services are designed to meet the needs of specific customer groups and will only be marketed in a way which is consistent with that design;
  • you’ll receive appropriate and ‘clear, fair and not misleading’ information from us both during and after the sales process and, where you enter a finance agreement with us, through the life of that agreement;
  • the agreement will operate as we’ve led you to expect and our service will be of a high standard and also meet your expectations; and
  • we won’t put unreasonable barriers in your way should you wish to complain, change your finance arrangements or end our relationship.

We also seek to apply the same standards of integrity and even-handedness in our dealings with all our business partners, including our dealers and brokers.

Responsible lending is at the heart of Mann Island’s business. This means that you can be assured that:

  • our products are fairly priced, accurately and clearly described, marketed to highlight the costs of borrowing and to explain the risks as well as benefits;
  • we won’t put you under pressure to take out finance and are always happy to provide you with further information and guidance, including from independent sources;
  • when considering your application, we’ll focus on the risk to you that you won’t be able to afford or keep up payments;
  • we won’t lend:
    • more than you need;
    • over too long a term; or
    • at a higher rate of interest than is appropriate;
  • we’ll always treat you with respect and consideration should you experience any payment difficulties and any formal action will only be taken as a last resort;
  • your personal information will be treated confidentially and in accordance with data protection laws;
  • we will share credit data with credit reference agencies to improve the quality of our decisions and to reduce the risk that you take out finance you can’t afford.

In return, we ask you to:

  • provide us with accurate and complete information when you apply for finance and let us know of any changes in your circumstances which might affect your application;
  • ensure you understand the commitment you’re making and the terms and conditions being offered to you and, in particular, that you can afford the payments;
  • tell us about any changes we need to know about in order to manage your agreement properly;
  • regularly assess your borrowing and other financial commitments and, if you’re having difficulty making your payments or expect to face difficulty in the future, contact us so that we can discuss the options available to help you.

Creating good customer outcomes

Find out more about our commitment to delivering good outcomes for our customers and to lending responsibly.

Customer security check

Carry out a security check quickly and securely by completing our online form.

Need to make a complaint?

We recognise that, despite the best intentions, things can go wrong. If this is the case, please let us know.

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