Coastal Mortgage Group Pty Ltd is provided in partnership with Lydian Finance Pty Ltd an Authorised Representative No. 525778 under Mortgage Specialists Pty Ltd Australian Credit Licence No. 387025.
All Lending Advice and Lending Services are provided to Coastal Mortgage Group clients is under the authority granted under Authorised Representative No. 525778 Lydian Financial Services and their Mortgage Broker Authorised Representatives.
We are committed to assisting you find the right finance option based on the information provided by you. We have the essential qualifications, experience and competency required under the relevant legislation to give you the professional service needed in assessing your financial needs. You can be confident that we will deal with you in a fair and ethical manner and take the time to listen to your requirements and objectives. Once we have established your goals, we will investigate and assess a range of options from our extensive lender panel. Ultimately, our primary aim is to provide you with the finance which we believe is in your best interests.
We are authorised to arrange loans under the National Consumer Credit Protection Act 2009 (National Credit Act). The National Credit Act regulates the activity of lending, leasing, and finance broking.
Under the National Credit Act, we are obliged to ensure that any loan or principal increase to a loan we help you to obtain is suitable to your needs and objectives. To decide this, we are required to conduct a Preliminary Assessment to determine if the loan is suitable. The law requires us to:
- 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, it is likely that at the time the credit is provided:
- you could not pay or could only pay with substantial hardship; or
- 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 Preliminary 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 when we provide you with credit assistance; or
- otherwise, within 21 business days after the day we receive your request.
We are committed to providing you with the best possible service. If at any time we have not met our obligations or you have a complaint about the service that we provide, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly, and fairly. If you have a complaint, the following steps are available to you.
We will acknowledge receipt of your complaint within 1 business day. If your Broker is unable to resolve the complaint to your satisfaction within 5 business days, we will escalate the complaint to the Complaints Officer. You can also contact the Complaints Officer directly as detailed below:
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COMPLAINTS OFFICER |
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Name |
Mark Norman |
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Phone Number |
08 9286 6888 |
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Address |
325 Churchill Ave, Subiaco WA 6008, Australia |
There will be situations where the Complaints Officer is also your Broker. This will not have any impact on the capacity to deal with your complaint effectively or appropriately. We may ask for additional information to ensure your complaint is properly investigated.
Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
OUR EXTERNAL DISPUTE RESOLUTION (EDR) SCHEME
If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to an EDR scheme. You may also refer the matter to an EDR scheme at any time, but if our IDR process in still in progress, they may request that our IDR processes be complete before considering the matter further.
This EDR process is available to you, at no cost. Two EDR schemes may be listed below. This indicates that the Licensee and their Credit Representative are both required to be members (independently) of an ASIC approved EDR scheme. Where a Credit Representative’s EDR is displayed, please contact that EDR scheme in the first instance for complaint escalation.
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EDR (LICENSEE) |
EDR (CREDIT REPRESENTATIVE) |
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Name |
Australian Financial Complaints Authority (AFCA) |
Australian Financial Complaints Authority (AFCA) |
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AFCA Member Number |
42176 |
81394 |
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Phone Number |
1800 931 678 |
1800 931 678 |
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Address |
GPO Box 3, Melbourne VIC 3001, Australia |
GPO Box 3, Melbourne VIC 3001, Australia |
Legal
In handling your personal information, Mortgage Specialists Pty Ltd ABN 48 612 422 178 T/As Specialist Finance Group, Australian Credit Licence 387025, 325 Churchill Ave, Subiaco WA 6008, Australia, 08 9286 6888 and our Authorised Credit Representatives are committed to complying with the Privacy Act 1988 (Privacy Act) and the Australian Privacy Principles.
We collect personal information from you when you apply for or use our products and services. In particular, we collect it so we can provide you with the products and services you require.
Personal information may include any sensitive information (including health information) and may include any information you tell us about any vulnerability you may have.
In providing products and services to you it may be necessary for us to retain your personal information and provide it to other organisations with which we conduct business. We may exchange the information with the following types of entities, some of which may be located overseas:
- organisations which provide credit or other products or services to you or to whom an application has been made for those products and services;
- finance consultants, accountants and auditors, real estate agents associated with the property purchase, conveyancers, legal advisers, insurers, and mailing services;
- any associates, related entities, contractors, and our mortgage aggregator (Specialist Finance Group);
- any industry body, tribunal, court or otherwise in connection with any complaint regarding our services;
- any person where we are required by law to do so;
- your referees, such as your employer, to verify information you have provided;
- any person considering acquiring an interest in our business or assets; or
- any organisation providing online verification of your identity.
You may gain access to the personal information that we hold about you by contacting us. You can also contact us to obtain a copy of our privacy policy and the privacy policy of any credit reporting body that may access your personal information. A copy of our full privacy policy can be obtained from our website, by visiting www.specialistfinancegroup.com.au/privacy-dispute-policies or by contacting us on 08 9286 6888. Our privacy policy contains information about how you can access or seek correction of the information we hold about you, how we manage that information and our complaints process.
You authorise us to act as an access seeker within the meaning of section 6L of the Privacy Act to seek and obtain credit information on your behalf for the purposes of establishing which product is most suitable for your requirements and circumstances. If we act as your agent to obtain a report or information about your consumer or commercial credit worthiness from a credit reporting body (CRB), we may disclose personal information such as your name, date of birth, and address to the CRB to obtain an assessment of whether that personal information matches information held by it.
Credit information includes information such as your identity information, the type, terms, and maximum amount of credit provided to you, repayment history information, default information (including overdue payments), court information, new arrangement information, personal insolvency information, disciplinary proceedings, complaints, delinquency, fraud investigations and details of any serious credit infringements.