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

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.

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