CREDIT GUIDE, Compliments and conerns

Thank you for considering doing business with Fincierge Pty Ltd.  We are a Representative of a licensed provider of credit assistance under the National Consumer Credit Protection Act 2009.  This document provides you with information about us, our Licensee with whom you are dealing and the services we provide.

Our Licensee has authorised Fincierge Pty Ltd and Christopher Wright as their Credit Representative:

If you are looking for consumer credit products, our role is to help you find a product that suits you.  That process involves talking to you to understand your requirements and objectives in seeking credit, as well as understanding your financial position.

Our assistance process

Under the NCCP Act, we are obliged to ensure that any loan or principal increase to a loan we help you to obtain, or any lease we help you enter into is “not unsuitable” for you.  In simple terms, this means that the product fits your needs and that you can afford to meet the financial repayments.

To decide this, we are required to conduct a Preliminary Credit Assessment to determine if the loan or lease is not unsuitable.
• Make reasonable inquiries about your requirements and objectives;
• Make reasonable inquiries about your financial situation; and
• Take reasonable steps to verify that financial situation.

Credit will be deemed unsuitable if at the time of the assessment
• You could not pay or could only pay with substantial hardship;
• The credit will not meet your requirements and objectives.

When we make our assessment, it is important that we utilise information that is accurate, complete and up to date. If we are supplied with incomplete or incorrect information, you may be in breach of your legal obligations to the lender.

If we provide you with credit assistance, you can ask us for a copy of our assessment any time up to 7 years after we provide you with credit assistance. To request a copy please contact us and we will provide you with a copy:
• Within 7 business days after the day we receive your request – provided you make the request within 2 years of the date of our credit assistance quote; or;
• Otherwise, within 21 business days after the day we receive your request.

Fees payable by you to us

If a fee is payable by you, this will be disclosed in a Credit Quote. The Credit Quote will outline any fees payable for providing credit assistance and the time that they are payable. If you do not receive a Credit Quote, this will indicate that no fees are payable.

Fees payable by you to third parties

When a finance application is submitted, other fees and charges may be applicable that are payable to the lender of your choice, such as application fees, valuation fees or other fees.

These fees will be disclosed in a Credit Proposal that will be provided to you once we have collaboratively decided on a loan product.

If for any reason your loan does not proceed, you may still be required to pay the lenders application and other fees, valuation fees and government fees as charged by the lender.

Fees paid by the Licensee to third parties

We may pay fees to call centre companies, real estate agents, accountants, or lawyers and others for referring you to us. These referral fees are generally small amounts in accordance with usual business practice. These are not fees payable by you.

From time to time, we may also remunerate other parties through payments, rewards or benefits.

On request you can obtain a reasonable estimate of the amount of the fee and how it is worked out.

Commissions received by the Licensee

We may receive fees, commissions or other remuneration or rewards from the lenders or lessors who fund the finance we arrange for you. These are not fees payable by you.

Remuneration or rewards may include training, professional development, entertainment, gifts, conference attendance, sponsorship, or entry into a competition run by a lender or my aggregator. These types of rewards are not generally permanent and the remuneration received is not readily ascertainable.

You may obtain from us information about a reasonable estimate of those commissions and how the commission is worked out. Specific details of any commission to be received will be included in the Credit Proposal document that we will provide you with when credit assistance is provided.

Our lender panel

We have access to a comprehensive range of lenders to assist you in your finance requirements. The following list represents the panel of lenders that the licensee and any authorised credit representative nominated in this document are able to access.

 Licensee’s top 6 most commonly used lenders:
ANZ, Bankwest, Commonwealth Bank, Macquarie Bank, NAB, St. George Bank

Credit Representative’s top 6 most commonly used lenders:
ANZ, Bankwest, Commonwealth Bank, Macquarie Bank, NAB, St. George Bank

Compliments and Concerns

At Fincierge Pty Ltd, we always work hard to build strong and lasting relationships with our valued customers.  By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

Compliments

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.

Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us.  We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact us by whichever of the following means best suits you:

QED Credit Services Pty Ltd

31 Ardentallen Road

Enoggera QLD 4051

admin@pursuitbroker.com.au

1300 817 662

 

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

Need an Update on your complaint

If you have lodged a complaint with us, you can contact us at anytime to ask for an update on its status.  Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

Resolution

We will try to deal with your complaint on the spot.  However, if this is not possible, we will write to you to acknowledge your complaint within 24 hours.  We will ensure we treat you fairly and will work to resolve your complaint as soon as possible.  In the rare event we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation.

When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

Taking it further

We hope that you will be satisfied with how we deal with your complaint.  However, if your concerns remain unresolved, or you have not heard from us within 30 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority. You can contact AFCA at:

1300 56 55 62 (local call cost) or 03 9613 6399

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

www.afca.org.au

Broker Benefits Disclosure

As part of our compliance with transparency in broking practices and promotion of appropriate customer outcomes, we keep a register of benefits received from any lenders or aggregators. The register lists any benefits of gifts to the value of $100 or more. You may request a copy of this register to provide you with confidence that we have no lender conflicts.

Tiered Servicing Disclosure

We have access to a number of lenders that provide tiered servicing processes, enabling our loans to be processed faster. We are provided these services based on a number of measures. These programs promote preferential service standards to our loan applications, but do not entitle us to additional payments or commissions or to preferential customer discounts.

Volume based incentives

From time to time we may receive a benefit, directly by way of cash bonus or additional commissions or indirectly by way of training, professional development days or sponsorship, if we write a particular volume of loans offered by those lenders.

You may obtain from us information about a reasonable estimate of any volume based remuneration arrangement if it is ascertainable.

Things you should know

We do not provide legal, financial or taxation advice unless specified in a separate contract. Accordingly, it is important you ensure you understand your legal obligations under the loan, and the financial consequences. We recommend that you consult your Accountant, Solicitor, Taxation Department, Investment Adviser or any other licensed person in respect to the financial implications of this application for finance before you enter the loan contract.

Under the Financial Services Reform Act 2001, Specialist Finance Group and/or their authorised representative cannot provide any advice or opinion on any deposit accounts and/or insurance products.

As a duty of care, we recommend that you seek professional advice in regards to insurance products such as mortgage protection insurance, income protection insurance and life insurance. It is the responsibility of the applicant(s) to maintain mortgage repayments and we strongly recommend that you seek insurance advice with regards to risk management and financial planning.

We will inform you of any potential conflict of interest or relationship that could reasonably be expected to influence our recommendation.

We don’t make any promises about the value of any property you finance with us or its future prospects. You should always rely on your own enquiries.