This guide is provided by Staircase Loans Pty Ltd ACN 620 668 395, acting in accordance with a service agreement with Easy Lodge Pty Ltd ACN 123 6156 691 Australian Credit License No 385839 (‘staircase/we/us/our’).
The purpose of this Credit Guide is to assist you in deciding whether you want to enter into a credit contract or increase your credit limit on an existing credit contract with Staircase.
OUR OBLIGATIONS BEFORE PROVIDING CREDIT TO YOU:
We are obligated by law to only provide you with credit or increase your credit limit on an existing credit contract, if it is not unsuitable for you.
For this reason, before we provide you with credit or increase your credit limit on an existing credit contract, we will make an assessment to ascertain that:
We will therefore:
You can, within 7 years of the date of the loan contract or credit limit increase, ask for a written copy of our credit assessment of your application. We are not required to provide you with a copy of your assessment if your application is declined or you decide not to proceed with the application.
OUR INTERNAL DISPUTE RESOLUTION SCHEME
We are committed to providing you with the highest level of service. If our service does not meet your expectations, you can contact our Internal Dispute Resolution Department on:
Telephone: 02 8317 1152
Address: The Manager, Staircase Financial, Stone and Chalk, 11 York Street Sydney 2000
You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly and we will keep you informed of our progress in resolving your complaint.
OUR EXTERNAL DISPUTE RESOLUTION SCHEME
If you are not satisfied with the outcome of your complaint, you can contact our external dispute resolution scheme, the Financial Ombudsman Service at:
Telephone: 1800 367 287
The Financial Ombudsman Service provides our customers with a free alternative to legal proceedings for resolving complaints.