Licensee name: Urban Commercial Group Pty Ltd (ACN 134 168 540) (we/us/our/Urban Group/Urban Home Loans)
Australian Credit Licence Number: 507007
Address: Level 54, 111 Eagle Street Brisbane QLD 4000
Post: PO Box 10533 Brisbane QLD 4000
Phone: 1300 841 841 Email: email@example.com
About this Guide
This document provides information about the services we provide. We are licensed to provide credit assistance under the National Consumer Credit Protection Act 2009 (Cth) (NCCP Act).
We provide ‘credit assistance’ when we:
– suggest or assist you to apply for a particular credit contract with a financier; and/or,
– suggest or assist you to apply for an increase to an existing credit contract with a financier; and/or,
– suggest you remain in a particular credit contract with a
This guide will tell you about:
– who we are; and,
– how you can contact us; and,
– the services we provide; and, how we assess suitability; and,
– fees payable by you and commission received by us; and,
– what to do if you are unhappy with us or our products
Under the NCCP Act, we are obliged to ensure that any credit product or any limit increase we recommend and arrange is not unsuitable for you. To help us make sure we do not offer you something that is unsuitable, we will ask you some questions so we can make a Preliminary Assessment, for example:
– details of your financial and personal situation; and,
– information about your requirements and objectives; and,
– your ability to repay the loan that you are considering
We will then verify the information you provided and make a Preliminary Assessment. We must find a credit product or limit increase unsuitable for you if:
– you will be unable to meet your financial commitments under the contract without substantial hardship; or,
– the contract will not meet your requirements and objectives
It is therefore very important that the information you provide us is accurate. Even if we recommend any credit product to you, it is important that you consider whether the product will be right for you and whether you are comfortable that you will be able to meet your commitments under the contract.
If we assist you into a credit contract or limit increase, you can ask us for a copy of your Preliminary Assessment. We must give you a copy of it within seven (7) days if the request is within the first two (2) years post completion of the document, or within 21 days if the request is after two (2) years but before seven (7) years after it has been prepared. There is no charge for requesting or receiving a copy of the Preliminary Assessment.
We source finance from a variety of lenders. Our most commonly used lenders are:
– Eden Capital
– ME Bank
– Better Mortgage Management
Commissions received by us
We may receive upfront and ongoing trail commission from the lenders who provide credit to you. These are not payable by you. Further details of the commission earned by us will be set out in your Credit Proposal Disclosure Document. We do not receive any volume based commissions from financiers. Our employees do not receive any sales commissions.
Commissions paid by us to third parties
If you were introduced to us by a third party referrer, we may pay that referrer a fee for the introduction, or they may receive a portion of the commission paid to us. This commission percentage will be detailed in your Credit Proposal Disclosure Document and is not payable by you.
Fees payable by you to us
Any fees payable by you to us will be detailed in your Credit Proposal Disclosure Document. You may be liable for other consultation fees that are not covered under this credit guide or the NCCP Act.
Fees payable by you to lenders
Any reasonably estimable fees payable by you to lenders will be detailed in your Credit Proposal Disclosure Document.
Step 1 – Internal Dispute Resolution
If you have a complaint, please raise it as soon as practicable with us by email on firstname.lastname@example.org. The maximum timeframe in which we will provide a written response to you is 45 days.
Step 2 – External Dispute Resolution
If we cannot satisfy your concerns, you can contact our ASIC-approved External Dispute Resolution Scheme, the Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001