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Our service and turnaround times

Figures accurate as of 19th November 2020
Dips Reviewed

Dips Reviewed

within 24 hours

Applications Reviewed

Applications Reviewed

within 48 hours

Documents Assessed

Documents Assessed

within 48 hours

Valuations Assessed

Valuations Assessed

within 48 hours

Telephone average wait time

Telephone average wait time

38 seconds

Treating Customers Fairly

Treating Customers Fairly (TCF) is a core Financial Conduct Authority (FCA) Principle. It requires regulated companies like TML to ensure that customers are treated in a fair and transparent manner in respect of any dealings with the company.

As a mortgage lender TML is fully committed to the fair treatment of customers throughout the whole mortgage lifecycle.

TML's Core Values - as detailed below - reflect the fact that all our of our customers can be confident that they are dealing with an organisation where the fair treatment of customers is central to our culture.

We embrace and apply the principles of TCF to our entire customer base.

This includes each employee's direct and indirect interactions with customers, and our partnerships with third party providers for specific services to end customers.

We also ensure all our corresponding policies are approved by our senior management, regularly reviewed and updated, and actively advocated by all staff.

Maintaining positive and productive customer relationships is a key part of how TML operates and one of the many reasons for our success to date.

Our TCF policy, processes, management information and permanent supervision controls are all reviewed annually to ensure that we continue to adhere to the TCF principles appropriately.

Ongoing training is completed by all employees in line with their role and responsibilities.

In addition, TML's processes are audited on a regular basis and any issues identified are raised with the appropriate line manager to enable action to be taken. Where necessary, these are also raised and discussed with our Senior Management and Board members.

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