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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

Vulnerable Customers

The Mortgage Lender is a responsible lender and we have in place appropriate procedures for identifying and dealing with vulnerable customers to ensure that they are:

  • Treated on an individual basis, with a suitable level of forbearance and consideration
  • Treated fairly and appropriately
  • Communicated with in an ethical manner that is suitable to their circumstances and any limitations they may have
  • Generally supported in the appropriate manner

All of our Processes and Procedures in relation to vulnerable customers are in line with the following (and are continually reviewed and updated on a regular basis to ensure that this remains the case)

  • The latest regulation and guidance issued by the Financial Conduct Authority (FCA) and UK Finance

  • Industry ‘best practice’ initiatives including those produced by various specialist organisations including:
    • Money Advice Trust
    • National Debtline
    • StepChange
    • Citizens Advice Bureau
    • Royal College of Psychiatrists

Furthermore, our Consumer Vulnerability Policy is an integral component of our overarching Treating Customers Fairly policy and is subject to the same level of management review, oversight and control.

We aim to provide customers with all of the information that they need to be able to make informed decisions and we also ensure that should
their circumstances change they are aware of all options and the impacts associated with subsequent choices.

We look to provide an empathetic approach designed to meet all customers' needs and this is supported by clear and well designed
communications, support, signposting and trained staff.

To summarise, as a business, we take our responsibility to both Treating Customers Fairly and our handling of all vulnerable customers very seriously.

Get in touch

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