Privacy Policy

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UrbanCrest Mortgage Solutions respects your privacy and is committed to handling your personal information responsibly and transparently.

This Privacy Policy explains how we collect, use, hold and disclose personal information when you visit our website, contact us, use our online services or engage with us in relation to mortgage broking and property finance services.

We handle personal information in accordance with applicable Australian privacy laws and the Australian Privacy Principles where they apply.

 UrbanCrest Mortgage Solutions is a mortgage broking business based in Sydney, New South Wales.

For privacy enquiries, you can contact us using the details below:

UrbanCrest Mortgage Solutions
Marsden Park, NSW 2765, Australia

Email: neha.narang@urbancrest.com.au
Phone: 0431210322

Personal information (“PI”) that you provide to us on this website will be collected by us to offer or provide you with our products or services. We may also use your PI to ask for your feedback and disclose it to businesses we have a relationship with that may want to market products to you. In order to provide or offer you our services we may disclose your PI to third parties, including but not limited to agents, contractors and service providers who may be located overseas (including in USA, Canada, Malaysia, India, Ireland, the United Kingdom and the Philippines). We may not be able to assist you with your request if you do not provide your information. If you would prefer not to receive marketing material you can always unsubscribe. We include a simple unsubscribe feature on all electronic marketing materials that we send. Our Privacy Policy (which is available on this website) contains information about how you can access your PI and request corrections or lodge a complaint. Information about who we are and how to contact us is available on this website. By submitting your information, you agree to this statement. 

Depending on how you interact with us and the services you request, we may collect personal information such as:

• Your name 
• Contact details, including email address and telephone number 
• Residential and postal address 
• Date of birth 
• Employment and income information 
• Details of your assets and liabilities 
• Existing loan and financial information 
• Property information 
• Information about your borrowing requirements and objectives 
• Information contained in documents you provide to us 
• Information required to assess and process a loan application 
• Information you provide through our website enquiry or contact forms 
• Information relating to your communications and interactions with us 

Where necessary and permitted by law, we may also collect information that is considered sensitive information or otherwise subject to additional privacy protections.

We only seek information that is reasonably necessary for the purposes for which it is collected.

 We may collect personal information:

• Directly from you when you contact us 
• When you submit an enquiry through our website 
• When you request a consultation 
• When you provide information in connection with a loan application 
• During telephone, email or other communications with us 
• When you provide documents or other information to us 
• From third parties where you authorise us to do so or where permitted by law 
• From organisations involved in providing or assessing credit and lending services, where applicable and permitted 

We may also collect limited information automatically when you use our website, such as technical information, browser information, device information and website usage information, depending on the website technologies and analytics services we use.

 We may collect, hold, use and disclose personal information for purposes including:

• Responding to your enquiries 
• Arranging consultations 
• Understanding your borrowing requirements and circumstances 
• Assessing and discussing potential lending options 
• Assisting with loan applications 
• Communicating with you about your application 
• Facilitating the lending and settlement process 
• Providing ongoing support relating to your loan 
• Maintaining records 
• Managing our business and client relationships 
• Meeting legal, regulatory and compliance obligations 
• Preventing fraud and managing security risks 
• Improving our website, services and client experience 
• Sending marketing communications where permitted and where you have provided the required consent or there is another lawful basis to do so 

We will not use your personal information for unrelated purposes unless permitted or required by law or otherwise authorised by you.

 Depending on the service you request, we may disclose personal information to organisations and service providers involved in providing mortgage broking and related services.

These may include:

• Our aggregator or licensee 
• Lenders and financial institutions 
• Mortgage managers and other lending providers 
• Credit reporting bodies, where applicable and permitted 
• Service providers supporting loan applications or related services 
• Technology and software providers 
• Professional advisers 
• Government agencies and regulatory authorities where required 
• Other parties where you have authorised us to disclose your information or where disclosure is permitted or required by law 

We do not sell your personal information.

 Some service providers we use may store or process personal information outside Australia.

Where this occurs, we will take steps required by applicable privacy laws in relation to overseas disclosures.

 We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Depending on the information and the service involved, information may be held electronically or in other appropriate records.

Our security measures may include access controls, authentication, secure systems and other safeguards appropriate to the information we hold.

No method of transmitting or storing information can be guaranteed to be completely secure.

 If you submit information through a form on our website, we will use that information for the purpose for which you provided it and for related purposes described in this Privacy Policy.

For example, if you request a consultation, we may use the information you provide to contact you and discuss your enquiry.

Please avoid providing sensitive information through a general website enquiry form unless we specifically ask you to do so.

Our website may use cookies and similar technologies to support website functionality, understand website usage and improve the user experience.

Depending on the technologies enabled on our website, this may include information such as:

• Browser type 
• Device information 
• Pages visited 
• Approximate location information 
• Referral information 
• Website interaction data 

We may use third-party analytics or website services for these purposes.

You can generally control cookies through your browser settings.

Where permitted by law, we may send you information about our services, property finance information, educational content or other communications that may be relevant to you.

You can opt out of marketing communications at any time by following the unsubscribe instructions in the communication or contacting us directly.

Opting out of marketing communications will not affect our ability to communicate with you about an existing enquiry, application, loan or other service you have requested.

 You may request access to personal information we hold about you.

To request access, contact us using the details provided in this Privacy Policy.

We will generally respond to your request within a reasonable period and in accordance with applicable privacy laws.

There may be circumstances where access can be refused or limited as permitted or required by law.

We take reasonable steps to ensure that personal information we hold is accurate, complete and up to date.

If you believe information we hold about you is inaccurate, incomplete or out of date, please contact us and request a correction.

We will consider your request and take appropriate steps in accordance with applicable privacy laws.

We take the privacy and security of your personal information seriously. If you have a concern about how we have collected, used, disclosed or handled your personal information, we encourage you to contact us first so that we can understand your concern and work towards resolving it.

Please provide details of your concern and any relevant information that may assist us in investigating the matter. We will acknowledge your complaint and aim to resolve it within a reasonable timeframe and in accordance with our obligations under applicable privacy laws.

 If your complaint relates to our credit, finance or loan services and you are not satisfied with our response, you may be able to refer the matter to the Australian Financial Complaints Authority (AFCA), subject to AFCA's eligibility requirements and jurisdiction.

AFCA is a free and independent external dispute resolution service for eligible complaints about financial firms. AFCA can consider certain complaints relating to credit, finance and loans, including certain privacy and confidentiality concerns. 

You can contact AFCA:

Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001

AFCA's service is free to eligible consumers and small businesses. Time limits and other eligibility requirements may apply. You should check AFCA's current requirements before lodging a complaint.

 Where lawful and practicable, you may have the option of interacting with us without identifying yourself or by using a pseudonym.

However, this may not be possible where identification is necessary to provide mortgage broking services, assess a loan application, comply with legal or regulatory obligations, or perform other functions that require identification.

If your concern specifically relates to the handling of your personal information under the Privacy Act 1988 (Cth) and remains unresolved after you have raised it with us, you may also contact the Office of the Australian Information Commissioner (OAIC).

Further information about privacy complaints is available from the OAIC.

Office of the Australian Information Commissioner (OAIC)

Our website may contain links to websites operated by third parties.

Those websites have their own privacy practices and policies. We are not responsible for the privacy practices of third-party websites.

We recommend reviewing the privacy policy of any third-party website you visit.

 We may update this Privacy Policy from time to time to reflect changes to our business, services, technology, privacy practices or legal requirements.

The latest version will be published on this page.

Last updated: 18 September 2026

 If you have questions about this Privacy Policy, want to request access to or correction of your personal information, or wish to make a privacy complaint, please contact us:

UrbanCrest Mortgage Solutions
Marsden Park, NSW 2765, Australia

Email: neha.narang@urbancrest.com.au
Phone: 0431210322