Applied for a home loan, every thing went very smooth and fast. The employees were very polite and did as much as they could to help me out.

We refinanced our owner occupied and investment property loan with ANZ through a mortgage broker. We contacted the West End branch to execute loan documents and were very disappointed with the lack of service at the branch. Phone calls were made to the branch telephone number, however no one in the branch ever picks up the phone. Messages were left on voicemail, however these messages are not checked regularly enough and phones calls were not returned within 24 hours. I had to walk to the bank to make an appointment to see them the next day - very inconvenient! When I fed this back to the branch manager, he became defensive and advised that he was too busy to answer the phone. I was not referring to him answering the phone, but an improvement suggestion for his staff. Our loan documents were not executed correctly and it appears that an oversight on the West End branch side led to delays in processing documentation and inconvenience. Overall ANZ's product and loan has been good for us and the time at which they approved our loan was also very efficient, however our dealings with the West End branch have resulted in a less enjoyable experience. I would not recommend using this branch directly, however ANZ themselves were very professional.