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: firstname.lastname@example.org (For your safety, please do not send security or personal details via email) we aim to respond to all email enquiries within 72 hours.
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:
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)
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.