ING Direct head of broker distribution Mark Woolnough has made an offer to talk to brokers directly about any complaints they have with its service.
Some of the nation's top mortgage brokers have come forward in recent days with a litany of complaints over ING Direct's service proposition in comparisonwith the major banks, as well as expressing a desire to use the lender more frequently should its service proposition be competitive.
Following a response from ING Direct executive director of delivery Lisa Claes published by Australian BrokerNews yesterday, the bank's head of broker distribution Mark Woolnough also came forward on the Australian BrokerNews forum, to make clear the bank was open to discussion and feedback.
"As the head of broker distribution at ING Direct I have followed the various discussions with interest," Woolnough said.
"Although not all discussion has been complimentary of ING Direct, we have certainly been buoyed by the passionate responses in which the message to us is clear. Brokers want to support us and understand the importance of the non-major lender presence in this channel however it is up to ING Direct to ensure our value proposition aligns to broker and customer expectations," he said.
Woolnough went on to offer his direct contact details, as well as an offer to speak with any brokers directly.
"I would be happy to talk through your concerns and listen to your feedback and arrange for a member of our sales staff, be it a state manager and/or business development manager to meet with you should you so wish," he said.
Related stories:
ING Direct defends broker service
Brokers return fire at ING Direct
ING Direct delivers broker ultimatium