Credit Guide

Thank you for considering doing business with Damien Donovan of Donovan Lending Services. We are a licensed provider of credit assistance under the National Consumer Credit Protection Act 2009. This document provides you with information about us, our representative with whom you are dealing and the services we provide.

• Our Australian Credit Licence number is 386874
• Our business name is Duncorp Financial Pty Ltd, trading as Donovan Lending Services ABN 83 103 780 114
• Our address PO Box 139, Wonthaggi 3995
• Our phone numbers 03 56723340 / 0418 997 475
• Our email address damien@donovanlending.com.au

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

We are required by law to ensure that any credit product with which we assist you can be deemed “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 establish this, we need to:

• Make enquiries with you as to your needs;
• Make enquiries with you as to your financial position; and
• Mollect evidence from you to verify your financial position.

Once we have done this, we will then use our broking expertise to find a product in the market place that you can afford and that meets your needs.

We can provide you with a report – called a Preliminary Assessment – on how we determined that any loan we assisted you with was not unsuitable for you. You may request this report up to seven years after we provided you with this assistance

With what products do we provide assistance? In the past 3 months, the top 6 lenders that our clients have been placed with are:

• ANZ
• Commonwealth Bank
• Bank West
• Firstmac
• MyLoan Elect
• ING Direct

This is not to say that we will only deal with these lenders, it is simply that the products these lenders offer have been most suitable to our most recent clients. Your case may be different, and we would look at your needs separately and independently of the above list.

How do we get paid?

We are paid a commission directly from the lender. The lender may pay us a percentage amount upon settlement of your loan and may pay us an ongoing percentage amount for the life of your loan.

These amounts are paid to us by the lender and ARE NOT payable by you. If you are interested and want an estimate of what our commission payment will be and how it is worked out, please just ask us and we will be only too glad to provide you with this information.

We use the services of a finance aggregator in order to gain access to many different Australian lenders. In return for this service, our aggregator charges us a share of the commission paid to us by lenders. If you are interested and want an estimate of what the aggregator’s commission share will be and how it is worked out, please just ask us and we will be only to glad to provide you with this information.

What if you are not happy with our services?

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.

If, for any reason, you do not feel that you have received the highest standard of care from us, we 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:

Phone: 03 56723340 / 0418 997 475
Email: damien@donovanlending.com.au
Post: PO Box 139 Wonthaggi Vic 3995

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

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 5 days. 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 45 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 45 days, then you can have your complaint heard by an independent party, AFCA (Australian Financial Complaints Authority). You can contact AFCA at www.afca.org.au or call 1800 931 678.

Privacy disclosure statement and consent.

We will collect personal information about you to provide you with our broking services. The information is required to assist in preparing the loan application and locating an appropriate lender. If your information is not provided we may not be able to find a loan for you.

We may disclose your information to other organisations to help us provide our services and arrange the loan. The types of organisations we may disclose your information to include lenders, mortgage insurers, other mortgage intermediaries, valuers, and other organisations which assist us (such as printers, mailing houses, lawyers, accountants, Compliance providers).

In addition, we may disclose your personal information to any other organisation that may wish to, or has acquired an interest in your loan, or in our business.

You can gain access to the information we hold about you by contacting us at the address on the first page of this document.

You agree that we may collect and use your personal information as specified above.