Important Information i

EXPERIENCING PAYMENT DIFFICULTIES? WE’RE HERE TO SUPPORT YOU Please find information and support here.
By telephone: 0344 257 0427 our lines are open Monday to Friday between 9am and 5.30pm (calls are recorded for training and monitoring purposes).
By email: paymentsupport@themortgagelender.com (For your safety, please do not send security or personal details via email) we aim to respond to all email enquiries within 72 hours.

Important Information
Intermediaries
Customers

Treating Customers Fairly

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

TML's Core Values 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.

  • United we lend
  • Enemies of the bland
  • Do different
  • Proud as punch

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.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.