CONSUMER FOCUS
Our commitment to you
We want to make sure every customer receives a great experience and a good outcome from us. As part of that commitment, we have reviewed and updated our documents and processes. These updates will help you better understand our products and the value they offer.
FREQUENTLY ASKED QUESTIONS
We are always listening when you ask questions about Consumer Outcomes, what it means for us as a lender and what it means for you.
View our FAQsPRODUCT INFORMATION SHEETS
Our Product Information Sheets are now available here.
View our Product Information Sheets
ADDITIONAL
SUPPORT
NEEDS
FACTSHEET
All customers have the potential to need support at some stage. We're here to support you and your customers. Read our Additional Support Needs Factsheet to learn more.
View Factsheet
ADDITIONAL
SUPPORT
REQUIREMENTS
FORM
There are many circumstances that mean customers would like us to work with them differently. If they share this information with us, we’ll take the time to understand their needs and work with you and them to support those needs.
View FormSupporting customers with characteristics of vulnerability
The FCA describes a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
All customers are at risk of becoming vulnerable and this risk is increased by characteristics of vulnerability related to four key drivers:
|
Driver |
Examples of associated characteristics |
|
Health |
Physical disability, severe or long-term illness, hearing or visual impairment, mental health condition, or addiction |
|
Life Events |
Bereavement, relationship breakdown, domestic abuse (including financial abuse), or caring responsibilities |
|
Resilience |
Low savings, over-indebtedness, or low emotional resilience |
|
Capability |
Low knowledge or confidence in managing finances, poor literacy or numeracy skills, or poor English Language skills |
We want everyone accessing our products and services to have a good outcome. When we’re aware of your client’s needs and circumstances, we can help support them better. This support may involve changing the way we communicate with the applicant(s), or adjusting our standard processes in line with the needs of the applicant(s).
Information regarding the applicant(s) characteristics of vulnerability, and any associated support needs, can be shared with us during the application process with the applicant’s permission, via our broker portal. Any characteristics of vulnerability disclosed will not impact the outcome of an application.
Should the applicant(s) wish to share information regarding characteristics of vulnerability or support needs at any time after their initial application, this can be done by contacting our Customer Support team on 0344 257 0427 or customersupport@themortgagelender.com
Information shared with TML regarding the applicant/s characteristics of vulnerability will be processed and stored in line with applicable data protection requirements.