Julian Finch warns: Online lenders leaving Aussies frustrated and out of pocket
Announcement posted by Invigorate PR 20 Aug 2025
Australians looking for a better deal on their mortgage are increasingly turning to online lenders but mortgage expert Julian Finch said many are learning the hard way that the experience can be far from smooth.
Julian Finch is the founder and CEO of Finch Financial. With decades of mortgage brokerage and commercial lending experience, Finch has helped thousands of Australians successfully navigate the lending process. Finch Financial has one of the highest loan approval rates in the country, often securing approvals within minutes.
"On the surface, online lenders look attractive," said Finch.
"They advertise low interest rates, quick approvals and a sleek digital experience. However behind the marketing, too many borrowers are finding themselves stuck in a nightmare of poor communication, limited support and costly mistakes and delays."
The hidden cost of no human contact
According to Finch, the number one complaint from clients who've tried online lenders is the inability to speak directly to a human being when they need help.
"When you've got a question, when your application hits a snag, or when you need to make an urgent change, there's nothing more frustrating than an automated chatbot or a generic email reply that takes days to arrive," he said.
"Buying a property or refinancing a loan is stressful enough without feeling like you're shouting into the void."
Finch said this lack of personal support often results in missed settlement deadlines, poorly structured loans and missed opportunities to negotiate better terms.
"Often borrowers end up paying more than what they should if they had gone to a good finance expert, such as a respect finance broker, to source and set up the best lending deal," he added.
Low advertised rates can come with high frustration
While online lenders often promote lower headline rates, Finch warned that these are not always the rates borrowers end up with and even when they are, they may come with restrictive terms.
"We've seen borrowers save a few basis points on interest but end up paying thousands in extra fees, or losing money because they couldn't access the features they needed," he said.
"In the long run, the cheapest rate is meaningless if the product doesn't fit your needs or the lender can't deliver timely, reliable service."
Why dealing with a human still wins on service and strategy
Finch believes that, for most property owners and investors, working with a mortgage broker remains the smartest and most cost-effective choice.
"Brokers aren't tied to a single lender," he explained.
"We can compare hundreds of products across dozens of banks and non-bank lenders and more importantly, we're available on the phone when you need us. We help you avoid costly mistakes, keep your loan structure flexible for the future and act quickly if something goes wrong."
Finch said that in today's volatile interest rate and property market, this combination of choice, strategy and personal service can make a significant difference to a borrower's financial outcome.
A warning to borrowers shopping on rate alone
"Mortgage decisions should never be made on rate alone," Finch said.
"The wrong lender can cost you far more in frustration, lost time and lost opportunities than a slightly higher interest rate ever will. If you want peace of mind, a broker who understands your goals and is in your corner is worth their weight in gold."
About Finch Financial Services
Based in Hurstville, NSW, Finch Financial Services has been servicing Australian families and businesses with home, personal and commercial loans as well as asset finance services since 2015. Ranked amongst the top five percent of brokerages in Australia according to data from the MFAA, Finch Financial Services is a leading brokerage and family-owned business that specialises in finding its customers loans that are tailored to their needs and goals.