Service Standards

How we aim to help You

We aim to provide our clients with a first‑class service, to ensure that their relationship with us is a positive experience. To this end, we aim to:

  • Help you to attain a thorough understanding of the choices open to you, and how our proposed solution fits your needs.
  • Work with you to gather all the required paperwork to submit an application.
  • Send all applications to the lender or insurance company on the same day that we receive complete paperwork.
  • Report to you any feedback from the lender or requests for further information within one hour of receiving them.
  • Keep you informed about the progress of your application by e‑mail or telephone at least once a week.
  • Make sure that any messages received from you before 4.00pm are responded to within one hour, if they cannot be dealt with immediately.
  • Act at all times in compliance with the rules set out by the Financial Conduct Authority ‑ These rules are there to protect you, our client, and to ensure that you are treated properly and fairly.

How you can help us

You have an important role to play in helping us to achieve what we set out to do. For your part, we would be grateful if:

  • You give us all the information we need ‑ one of the major sources of delay occurs when clients are economical with, or slow in providing, facts and figures that a lender or insurer asks for.
  • If you have had credit problems in the past, please tell us at the outset, otherwise we may recommend a mortgage that you cannot in fact qualify for.

What if it goes wrong?

All organisations are staffed by people, and occasionally people, with the best will in the world, make mistakes. If anything does go wrong, or you are unhappy in any way, please tell us, and we’ll do our utmost to put it right. As we don’t normally charge fees, we can’t offer a money-back guarantee, but we can offer to bend over backwards to provide you with the service you want, and to treat any complaint with the seriousness it deserves.

As a last resort, like all mortgage brokers, we have a formal complaints procedure, copies of which are available on request, and ultimately you have recourse to the Financial Ombudsman Service (FOS).