Credit Services Guide. Anne Street Partners Home Loans Pty Ltd

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1 Credit Services Guide Anne Street Partners Home Loans Pty Ltd

2 A guide to our relationship with you and others Our Commitment to You: This Guide contains important information about: The services and types of products we are authorised to offer you How we and our representatives are paid Any potential conflicts of interest we may have Our internal and external dispute resolution procedures and how you can access them. The Guide is given to you on behalf of Anne Street Partners Home Loans Pty Ltd, ABN , Australian Credit Licence ( we, our or us ) and your Mortgage Broker. You should take the time to read this Guide so you can make an informed decision about whether to use our services. If you have any questions, please contact us. Who we are We are a member of the Mortgage & Finance Association of Australia ( MFAA ). We hold an Australian Credit Licence No that authorises us to operate a credit services business, and provide you with personalised credit solutions. As a provider of financial services, we are committed to acting efficiently, honestly and fairly. We value your support and appreciate any feedback that will help us to meet your expectations and needs. We are required to provide this Guide to you before we provide credit services. We are responsible for the credit advice provided to you, including distribution of this Guide. The credit services referred to within this document will be delivered to you by Credit Representatives of Anne Street Partners Home Loans Pty Ltd, who in every case are employees of ours. Your Mortgage Broker is a competent and licensed professional who will act in your best interests and work with you to provide advice and services that are appropriate for your needs and personal circumstances. This pack includes a Credit Representative Profile (set out in Appendix 2) which provides information on your Mortgage Broker (including authorisation, qualifications and experience) and the Fees Payable by you for our services, which sets out which sets out how we charge for the provision of our services. Our Statement of Relevant Differentiation Being a successful provider of sound financial advice isn t just about analysing charts, graphs and numbers, or selling a product - in our view it s about being client-centric. In an industry obsessed with numbers, above all else we nurture and value our clients. This primary client-centric commitment succinctly focuses a philosophy as to who we are and what we do. We believe that the delivery of our services under our four operational pillars of quality, integrity, teamwork, and empathy will set us apart. By never losing focus on what is in the best interests of our clients we ensure that they will be provided with the opportunity to successfully shape their financial future, where the journey will be more rewarding, and their destination much more clearly defined. This is not a strategy statement, it is a fidelity. 1

3 Who is responsible for providing credit services to you? On all occasions, our mortgage broker is a licensed and accredited mortgage broker and is our employee. We are responsible for the credit advice and mortgage assistance ( advice ) provided to you by your mortgage broker. Our mortgage brokers are competent and licensed professionals who will work with you to provide advice and services that are appropriate for your needs and circumstances as they are described to us. Our mortgage broker will be acting on our behalf when recommending credit solutions. Where our associated company Anne Street Partners Financial Services Pty Ltd has provided you with a Statement of Advice ( SoA ) relating to financial product and credit advice, and it has included gearing advice, or advice to restructure your credit facilities, including accelerated debt reduction strategies, it will refer you to us to determine an appropriate credit solution suitable to your circumstances. You do not need to use our services as you are free to make your own choice of mortgage broker. Our mortgage brokers are accredited with a broad range of lenders (listed in Appendix 1 to this Guide) and will recommend the lender and product appropriate to your circumstances. How you can provide your instructions to us We prefer to receive your instructions in writing but you may specify how you would like to give us your instructions. For example, you are able to give your instructions by speaking directly with us or by mail, fax or . Fees Payable By You For Our Services There are no fees payable by you for our mortgage broking services. Financial Benefits We Receive From Lenders Any upfront payments we may receive by lenders in relation to loans are calculated as a percentage of the loan amount and are generally in the range of between 0% and 0.7% (plus GST). This is usually paid after settlement of the loan. Any on-going fees we may receive payable by lenders in relation to loans are generally calculated regularly (monthly, quarterly, bi-monthly or annually) on the outstanding loan balance and is paid in arears. The ongoing fee payable by lenders are generally in the range between 0% and 0.25% (plus GST) per annum of the outstanding loan amount. This amount is not payable by you but will be paid to us by the credit provider. Our mortgage brokers are accredited with a broad range of lenders (listed in Appendix 1 to this Guide) and will recommend the lender and product appropriate to your circumstances. They have no incentive to select any particular lender or product. Although our mortgage brokers are salaried, they may also receive a bonus or other rewards, subject to meeting and satisfying client service standards. Our relationships or associations with third party providers We have associations with a wide range of Lenders and Service Providers. However, we are not owned by any Lender or Service Provider. From time to time, we may refer you to other professional service providers, and, we may refer you to related entities for certain services, when appropriate, that encompass legal services, financial services, realty services, tax services, superannuation administration services and construction services. These related party companies include: Anne Street Partners Financial Services Pty Ltd, (ABN , AFSL No ) Anne Street Partners Realty Pty Ltd (ABN ) Anne Street Partners Super Solutions Pty Ltd (ABN ) Anne Street Partners Tax Solutions Pty Ltd (ABN ) Anne Street Partners Legal Pty Ltd (ABN ) QNV Constructions (VIC) Pty Ltd (ABN ) QNV Constructions (QLD) Pty Ltd (ABN ) QNV Constructions (TAS) Pty Ltd (ABN ) QNV Constructions (NSW) Pty Ltd (ABN ) QNV Constructions (SA) Pty Ltd (ABN ) Common directorships and common shareholdings do exist between us and the above listed companies and they are, therefore, related entities. Anne Street Partners Home Loans Pty Ltd are not responsible for advice, services or information provided to you by any of these related entities. You are under NO OBLIGATION to use the services of any of these related entities. 2

4 What information should you provide to us? In order to ensure that the advice you receive is appropriate for you, our mortgage broker needs to understand your personal circumstances, including your individual investment objectives, financial situation and needs, before recommending any solutions to you. Of course, you have the right not to share this information with our mortgage broker. In this case, our mortgage broker may not be able to advise you. We have an extensive Panel of Lenders (Appendix 1 to this Guide) from which our mortgage broker will recommend the one appropriate to your circumstances. Under the National Consumer Credit Protection (NCCP) Act, we are obliged to ensure that any loan, lease, or principal increase to a loan we arrange for you is not unsuitable for you. To decide this, we will need to ask you some questions in order to assess whether the loan or lease is not unsuitable. The law requires us to: Make reasonable inquiries about your requirements and objectives Make reasonable inquiries about your financial situation Take reasonable steps to verify that financial situation Credit will be unsuitable if at the time of the assessment it is likely that at the time the loan is made: You could not pay or only pay with substantial hardship The credit will not meet your requirements and objectives For example, if you can only repay by selling your principal place of residence, it is presumed that the loan will cause substantial hardship unless the contrary is proved. For this reason we must ask you to provide a significant amount of information. It is, therefore, very important that the information you provide us is accurate. If you ask within 7 years of the date of the loan contract, lease contract, or principal increase, we must provide you with a copy our credit assessment of your application. We are only required to give you a copy of the credit assessment if a loan or lease contract is entered or the credit limit is increased. What information do we maintain in your file and can I examine my file? We will maintain a record of your personal profile, including details of your investment objectives, financial situation and needs and any other information relating to your specific financial situation. We will also maintain records of any recommendations made. We are committed to ensuring the privacy and security of your personal information in accordance with the principles of the Privacy Amendment (Private Sector) Act 2001 (Privacy Act). You have a general right to examine the relevant contents of your file and you have been provided with our privacy statement which details our approach to privacy. Should you wish to examine your file just ask your adviser who will make all necessary arrangements to provide you with relevant information. We are required under the Anti-Money Laundering and Counter-Terrorism Financing Act to collect, verify and store specific information before arranging or providing certain services to you as a client. For this reason, you will be asked to provide personal identification, such as a passport or drivers licence. Compensation Arrangements We have Professional Indemnity Insurance in place, which covers claims against us in relation to the advice provided to you by our mortgage broker. This insurance currently covers claims in relation to the conduct of a mortgage broker who no longer works for us, but who did at the time of providing the advice to you on our behalf. What should I do if I have a complaint? Our complaints procedure complies with s912b of the Corporations Act If you have a complaint or enquiry about the services provided, you should contact the Client Relationship Manager, in writing, providing full details about your complaint in ONE of the following ways: 3

5 1. Phone our Client Relationship Manager on Fill in the feedback form on the Anne Street Partners Website: annestreetpartners.com.au 3. Send in an to 4. Send a letter to the following address: Client Relationship Manager Anne Street Partners Home Loans Pty Ltd PO Box Q1078 Queen Victoria Building NSW 1230 The Client Relationship Manager will register your complaint and endeavour to assist you in resolving your complaint or enquiry in the first instance. Your complaint will be acknowledged in writing. We will investigate and attempt to fairly resolve the issue within forty-five (45) days from receipt of your first written complaint. We take all complaints seriously and we will provide you with quality service. If you are unhappy with the Client Relationship Manager s response or the handling of your complaint, at any stage, please do not hesitate to contact Anne Street Partners, Group Head of Advice. If you are not satisfied with our handling of your complaint or our decision, you may contact the Credit Ombudsman Service ( COSL ). COSL is an independent body set up to resolve certain disputes between consumers and financial services businesses. COSL may be able to assist you to resolve your complaint, but only if you are not satisfied with the response received from our handling of your complaint. If you wish to refer your complaint to COSL and find out the type of information you would need to provide, you may contact them on or by fax on (02) or on their website: cosl.com.au or alternatively, at the following address: Credit Ombudsman Service Case Management GPO Box A252 SYDNEY SOUTH NSW 1235 APPENDIX 1 Lending Panel This attachment to this Guide outlines the proficiency of your Adviser by summarising the Advisers: Lending Panel Commonwealth Bank of Australia National Australia Bank Westpac Banking Corporation Heritage Building Society ING Bank AMP Bank Wide Bay Australia Premium Capital Finance Mortgage Direct Bankwest Homeloans Ltd The Rock Building Society Australian and New Zealand Banking Group Ltd St George Bank / Bank SA / Bank of Melbourne Suncorp Bank Bluegum Home Loans Citibank Adelaide Bank Collins Securities Pepper Home Loans Australian First Mortgage Firstmac Homeside La Trobe Financial Liberty Financial Newcastle Permanent Provident Capital This list is current as at 6 March 2014 and may be updated from time to time. APPENDIX 2 Your Mortgage Brokers Profile This appendix summarises the professional qualifications, authorisations and contact information of your Mortgage Broker 4

6 5 Notes

7 Notes 6

8 Our Locations Sydney Level 14, 383 Kent St, Sydney, NSW 2000 Melbourne Little Collins St, Melbourne, VIC 3000 Brisbane Level 19, 333 Ann St, Brisbane, QLD 4000 Adelaide Level 8, 420 King William St, Adelaide, SA 5000 Perth Level 41, 108 St. Georges Terrace, Perth, WA 6000 Darwin Level 1, 1 Briggs St, Darwin, NT 0801 Newcastle 59 Ridley St, Charlestown, NSW 2290 Gold Coast 42 Siganto Drive Helensvale, Qld 4212 Contact us annestreetpartners.com.au Credit Services Guide (CSG) Anne Street Partners Home Loans Pty Ltd ABN Level 14, 383 Kent Street, Sydney NSW 2000, Phone Australian Credit Licence No CSG. Version No 7.1 Date: September 2014 ASP0041 V7.1 09/2014

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