Privacy

Scams and data breaches are on the rise in the news. We take our responsibility with your data and finances seriously – and wanted to reassure you of the steps we take to maintain a high level of cyber safety. Our new online portal also provides you with additional measures to keep your details secure. Read more here.

To access our services at Heartland, you agreed to our Privacy Policy, which does change from time to time. View our current version here.

Keeping your funds safe

• To ensure security for our customers, we have strict controls in place when you request to access further funds, either via your cash reserve or redraw facilities, or further advance.
• We will always contact you on the contact details we have on file.
• All bank account details must be in your name – if you change it, we will call you, verbally confirm the banking details, and request an updated bank statement.
• You should call or email us to request a new cash reserve or redraw form each time, which will have your bank account details pre-populated.
• If we notice any red flags such as an unsuitable loan purpose or suspected elder abuse, we will always contact you.
• For all further advance requests, we ask you to complete a new application form, to sign a new loan agreement, and seek legal advice. These are also subject to our current credit criteria and a new loan valuation is required.
• To request funds from your cash reserve, redraw, or to enquire about the potential for a further advance loan, please contact us.

Emailing of annual questionnaires

One of the terms of our loans is that an annual questionnaire is completed each year.

We have been sending these questionnaires via post. However, during the coming year, we will commence sending these electronically to customers who have a valid email address on file. Please get in touch to ensure your contact details are up to date in our system, or to advise us if you wish to continue receiving the annual questionnaire by post. If you do not have an email address, we will continue to send them out via post.

Please remember that if we do not receive your annual questionnaire or hear from you, we will send reminders. If we still don’t hear back from you, we will arrange to send someone out to the property to make sure that you are well and have this completed. The cost of sending an agent to your property is added to your loan, in accordance with your loan terms and conditions.

 

Information provided is accurate as of 14 March 2023 and may change from time to time.