ACN: 163 008 491
Australian Credit Licence Number: 453420
This guide acknowledges your right to ask us about our services namely, the type of recommendation given and your costs in completing a transaction. It also provides direction if you are dissatisfied or have a complaint about the services we have provided. For your further information I have detailed in this guide the action that you may take to satisfy any query that may arise in our dealings. I welcome the opportunity to promptly resolve, to the best of my ability, any dispute that you feel justified in bringing to my attention. Early contact where disputation occurs, in most cases, solves any unnecessary unpleasantness.
Fairchild Home Loans Pty Ltd (FHL) has been established as a result of many years of dedicated, professional service to business and retail clients. Through its network of representatives and allied support, FHL has vast experience in providing clients with professional service in the provision of credit finance and other associated credit facilities.
FHL endorses and abides by the relevant Codes of Conduct and strictly adheres to the various Acts of Parliament and those passed by the National and the various State and Territory governments of Australia. We also comply with all requirements as directed by our National Regulator ASIC. We are members of Finance Brokers Association of Australia (FBAA) which ensures we follow ethical and professional practices.
Why people select FHL:
- We are an Accredited Credit Provider
- We offer a choice of products from a large number of lending institutions
- We are a FBAA industry association member
|Variable Rate Loans||Professional Package Loans||Lines of Credit|
|Fixed Rate Loans||Split Loans||Offset Savings Accounts|
|Interest Only Loans||Lo- Doc Loans||Bridging Finance|
Once you have chosen the product which is not unsuitable for you, we will help you to obtain the loan approval. The list below documents the six most commonly used lenders we are accredited with:
|CBA||Homeside Lending||St. George Bank|
We do not provide services such as insurance, financial planning, finance broking, etc. FHL’s focus is exclusively in the area of mortgage broking.
We, however, maintain an updated list of suitably qualified professionals, including our sister company Fairchild Private Wealth Pty Ltd, which we can refer you to so that they may illustrate a comprehensive range of finance options that would be suitable for your needs and financial objectives. If we are to receive referral fees from the professionals we referred you to, these fees will be fully disclosed to you at the time of referral. You are not obligated to use our referral partners.
YOUR AUTHORISED CREDIT REPRESENTATIVE (ACR)
Your ACR, representing FHL, is John Hanna, Rebecca Boss and as such they must meet Training, Professional Qualifications and competency standards as part of the industry requirements. In order to maintain their required level of professionalism, all Authorised Credit Representative undertakes regular training for a minimum of 25 hours and 25 CDP points per annum.
RESPONSIBILITY FOR CONDUCT
John Hanna acts as a Director and employee of FHL and FHL is responsible for any financial product or recommendation that he provides to you.
All Credit Representatives and Licensees have, by law, Professional Indemnity insurance to cover any potential claims. They are also closely monitored and supervised by FHL to ensure:
- They comply with credit legislation and conditions of their registration
- That clients are not disadvantaged by any conflicts of interest that arise wholly or partly in relation to credit activities
- That credit activities are engaged in efficiently, honestly and fairly.
FEES, CHARGES AND NOTICE OF DISCLOSURE
Our income is mainly derived by way of commission payments from a lender. However a broker is entitled, in some cases, to charge a fee for service. That fee may be charged as a percentage of the loan amount or as a fixed sum and can vary from product to product.
A share of any commission earned by FHL may be passed on to our aggregator eChoice Home Loans Pty Ltd and/or on to a Third Party (referrer) who has introduced a client to us for assistance in financial borrowings. The amount we pay to the referrer depends on the agreement we have with this referrer.
After considering the information disclosed to you in the Credit Guide, we acknowledge that you have the right to appoint, should you so desire, another credit representative to negotiate any loan requirements.
SUITABILITY OF LOANS TO YOUR FINANCIAL OBJECTIVES
It is our duty to have a complete knowledge of your current financial situation, financial objectives and borrowing needs before we can recommend a suitable loan package that would meet your requirements.
We and our representatives are required to:
- Make reasonable inquiries about your financial situation and your requirements and objectives
- Take reasonable steps to verify your financial situation
- Make a preliminary assessment about whether the credit contract is ‘not unsuitable’ for you based on the inquiries and information obtained in the first two steps.
You as the consumer can request a written copy of the preliminary assessment.
However, you may simply elect to apply for a loan that you have already selected. If this is the case, we will not enquire about your needs and objectives and proceed directly with the finance application for submission to your selected lending institution.
YOUR PRIVACY PROTECTION
Your Credit Representative will maintain a file which contains all the personal details you have disclosed to us. You can arrange to examine your personal file by simply contacting us to make the arrangement.
If you have any complaints about the level of service and/or professionalism that you receive from us, you should take the following steps:
- Contact our office on 1300 769 166 and tell us, on the phone in the first instance, the nature of your complaint with our level of service and/or professionalism. We will attempt to resolve the issue by the end of the next business day from when the complaint was received by us.
- If your complaint has not been solved to your satisfaction by the end of the next business day from when the complaint was received by us, we will ask you to put the complaint in writing and attend an interview. We will provide a final written response to you within a maximum of 45 days from when the complaint was received by our office. We will give you reasons for reaching a decision on your complaint and may offer you redress, if appropriate.
- If after taking actions specified in steps 2 & 3 you are still not satisfied with the manner in which we dealt with your complaint internally or with an outcome of our decision, the next step is for you to contact an external resolution service. To do this, you need to contact the Financial Ombudsman Service Limited (FOS) on 1300 780 808.
Our membership number is 34463
At FHL (“the Company”), we recognise that your privacy is important. We are bound by and committed to supporting, the National Privacy Principles (NPP) set out in the Privacy Amendment (Private Sector) Act 2001. The information set out below is largely a summary of our obligations under the NPP.
Use and Disclosure
We are subject to certain legislative and regulatory requirements which necessitate us obtaining and holding detailed information which personally identifies you and/or contains information or an opinion about you. In addition, our ability to provide you with comprehensive financial advice and services is dependent on us obtaining certain personal information about you, which may include:
- Name and address
- Employment details and employment history;
- Phone numbers, email address and personal or PO Box address
- Career history
- Credit Card details (for credit card payments)
- Banking details (for EzyPay/SmartFee applicants)
Legal requirements: We will destroy or de-identify your personal information when it is no longer required.
Access and Correction
You may access the personal information we retain and request corrections. This right of access is subject to some exceptions allowed by law.
We will not provide you access to personal information which would reveal any confidential formulae or the detail of any in-house evaluative decision making process, but may instead provide you with the result of the formulae or process or an explanation of that result.
The Company reserves the right to charge a fee for searching for and providing access to your personal information. In the event we refuse you access to your personal information, we will provide you with an explanation for that refusal.
We will endeavour to ensure that at all times the personal information about you that we hold is up to date and accurate. The accuracy of the personal information is dependant to a large degree on the information you provide and you should advise us if there are any errors in your personal information.
We may use and disclose personal information for the purposes for which it was provided or secondary purposes in circumstances where you would reasonably expect such use or disclosure.
The Company may use the personal information collected from you for the purpose of providing you with direct marketing material such as articles that may be of interest to you. You may, by contacting us by any of the methods detailed in this policy statement, request not to receive such information and we will give effect to that request. Please allow two weeks for your request to be actioned.
Our main purposes for collecting personal information are to facilitate enrolment in our courses or advise of future courses and to update our records. At or before the time we collect personal information from you we will take reasonable steps to inform you why we are collecting that personal information, who else we might disclose that personal information to and what may happen if you do not provide personal information to us.
We take reasonable steps to protect the information we retain from misuse, loss and from unauthorised access, modification or disclosure. We will not retain any of your information for any longer than it is required by us, except to satisfy statutory requirements of the Act.
The information we collect from you may also be disclosed to third parties if the disclosure is required by or permitted by law.
In the event that we propose to sell our business we may disclose your personal information to potential purchasers for the purpose of them conducting due diligence investigations. Any such disclosure will be made in confidence and it will be a condition of that disclosure that no personal information will be used or disclosed by them. In the event that a sale of our business is affected, we may transfer your personal information to the purchaser of the business. As a client you will be advised of any such transfer.
In some circumstances we are required to collect corporate identifiers, for example, Credit Card details. We will not use or disclose this information other than when required to do so by law or when consented to by you.
You may deal with us anonymously where it is lawful, practicable and reasonable to do so.
Without your consent, we will not collect sensitive information about you. Exceptions to this include where the information is required by law or for the establishment, exercise or defence of a legal claim.
|Privacy Officer:||John Hanna|
|Address:||Level 5, 17 Castlereagh St, Sydney NSW 2000|
|Telephone:||1300 769 166|
|Facsimile:||1300 769 322|