Our address is 218 Wellington Street, South Launceston TAS 7249 and our contact details are:
Phone – 03 6221 7539
Email – email@example.com
We will assist you to select a loan or lease to meet your needs. The credit providers we most commonly use are Pepper, Westpac, Metro, Liberty, Plenti and WISR, although we do use others.
We are obliged to ensure any loan or lease we suggest or assist you to apply for, including an increase to an existing credit limit, is not unsuitable for your purposes. This includes if the loan or lease does not meet your requirements or objectives, if you are unable to make the repayments, or you could only do so with substantial hardship. Therefore, we will need some information from you. It is important that the information you provide is entirely accurate.
At any time within 7 years of us providing you with credit assistance, you may request a copy of the preliminary credit assessment. We will provide you with this documentation within 7 business days of receiving your request. However, if your request is more than 2 years after the date of our Credit Quote, we may take up to 21 business days after receiving the request.
We may charge you up to $1,320 (incl. GST) as an Origination Fee for our services when providing credit assistance, although this is only payable should the loan proceed. It is a one-off fee, payable at loan settlement. This fee may be paid directly to use, or part of the loan disbursements. If via loan disbursement, this will increase your loan by the fee amount.
When the application for a loan or lease is submitted and ultimately proceeds to settlement, you may be required to pay fees to third parties associated with the application; such as the credit provider’s application fee, security registration fee, inspection fee or other fees. If applicable, these will be detailed in the Credit Proposal document and provided to you before you apply for finance. You can ask us how they are worked out.
You will need a conveyancer or solicitor to act for you to complete the sale. Your conveyancer should also check all rates and taxes have been paid, check land use or building approvals for the property and order any relevant searches. They may also help sort out any inspections.
On settlement day, the conveyancer will check the correct amount of money has been transferred from your lender to the seller and all fees – such as Stamp Duty – are paid, so you can take legal ownership of the property.
If you are referred to us by a third party, we may pay that entity a commission for the introduction of your business. For example, we may pay commissions to real estate agents, car or boat dealerships and accountants. These commissions are not directly payable by you. You can ask us for an estimate of these payments and how they are worked out.
How to lodge a complaint
If you would like to make a complaint you can do so through our internal dispute resolution process which is designed to deal with complaints genuinely, efficiently and effectively.
You can lodge a complaint by contacting our Complaints Officer in any of the following ways:
Phone: (03) 6331 7539
Mail: 218 Wellington St, Launceston TAS 7249
Please explain the details of your complaint as clearly as you can. If you need assistance explaining your complaint, please let the Complaints Officer know, so they can make the necessary arrangements.
How will your complaint be dealt with?
When we receive a complaint, we will do our best to resolve it promptly. To help us do this we ask that you provide:
- all essential and relevant information, documents, written statements and any other materials that may assist in resolving the complaint; and
- any additional information that we may reasonably request.
What if you are not satisfied?
If you are not satisfied with our response to your complaint or we do not reach agreement within the prescribed timeframe, you may refer the complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority by:
Phone: 1800 931 678
This is a free service which provides you with an independent mechanism to resolve certain complaints.