Credit Guide

About us

Membo Finance Pty Ltd trading as ClearLoans (ClearLoans) is a credit provider offering personal loans secured by guarantee. We hold an Australian Credit Licence which authorises us to offer finance to you. We operate through Richmond Group Financial Services Pty Ltd (RGFS) who own and operate the ClearLoans website on our behalf. We have appointed RGFS as our credit representative to perform our obligations or exercise our rights in relation to loans we have entered into. This means RGFS is responsible for contracting on our behalf, administering the loans, and handling collections. We do not pay RGFS for these services.

Unsuitable loan contracts

We will not enter into a loan contract with you if the contract is unsuitable for you. A loan contract is unsuitable for you if, at the time you enter it:

  • it was likely that you would be unable to comply with the financial obligations under the contract, or could only comply with substantial hardship; or
  • the contract did not meet your requirements or objectives.

There may be other circumstances from time to time that determine if the loan is unsuitable. We will always assess your loan in accordance with these requirements.

We also must not increase your credit limit on an existing contract, if to do so would be unsuitable for you.

To determine if a loan contract will be unsuitable, we only take into account information about your financial situation, requirements or objectives that, at the time of entering into the contract, we had reason to believe true. It is therefore very important that the information you provide to us is accurate at all times.

Loan suitability assessment

We will assess your credit application to ensure that a loan is not unsuitable for you. This is the Loan Suitability Assessment.

If, before you enter into a loan contract with us, you request a copy of your Loan Suitability Assessment, we will provide you with a copy before you enter into the loan contract.

You may request a copy of your Loan Suitability Assessment up to 7 years after entering into the loan contract. If your request is made within 2 years of you entering into the loan contract, we will provide you with the copy of the Loan Suitability Assessment within 7 business days of your request.

Otherwise, we will provide the copy of the Loan Suitability Assessment within 21 business days of your request. We will not charge you any amount for providing a copy of the Loan Suitability Assessment to you.

Complaints

We pride ourselves on providing excellent customer service, but understand that sometimes things go wrong. If you have a complaint you should notify us by contacting our complaints team on: 03 8566 7773 or by emailing us at complaints@clearloans.com.au. You can also write to us at 58 Gipps Street, Collingwood, VIC 3066. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

We will try to resolve your complaint quickly and fairly. We must provide you with a response within 45 days, but we will always try to resolve your complaint as soon as possible.

Our external dispute resolution scheme

If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to our External Dispute Resolution provider, the Australian Financial Complaints Authority by contacting them on:

Phone: 1800 931 678
Web: www.afca.org.au
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001. Quote membership number: 39956

External Dispute Resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.

Questions

If there is anything you don't understand about this Credit Guide or have any other questions about our services, please get in touch and we will be more than happy to help. You can contact us on the below details:

Membo Finance Pty Ltd Richmond Group Financial Services Pty Ltd

Credit Licence Number: 428415
ACN: 159 693 464
Address: 58 Gipps Street, Collingwood, VIC, 3066
Phone: 03 8566 7773
Email: hello@clearloans.com.au

Credit Representative Number: 502379
ACN: 618 935 612
Address: 58 Gipps Street, Collingwood, VIC, 3066
Phone: 03 8566 7773
Email: hello@clearloans.com.au

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