Our Real Life Lending Charter demonstrates our commitment to you, our professional partners and underpins the way we work together.

1. No dual pricing – unless it’s in your favour

We know that dual pricing can be an issue, so we guarantee that your clients will not find a better deal by coming to us direct. Furthermore, in recognition of that fact that 95% of our lending is via mortgage professionals – from time to time, we will offer products that are only available through you.

2. We won’t proactively market home or life insurance to your clients

We understand that home and life insurance are incredibly important to you and therefore we pledge not to approach your clients with a view to cross-selling these products.

3. We give you 5 working days to submit pipeline business following a product withdrawal

We recognise that having the rug pulled from under you with regards to product withdrawals can be frustrating for you and your clients. With this in mind, we promise that for cases where a Mortgage Illustration (MIL) has been produced for your client, you will have 5 working days to submit a full mortgage application, following a product withdrawal.

4. We always communicate with you via timely, clear and straight-talking communications

We already strive to be transparent in our communications with you. This pledge demonstrates our ongoing commitment to ensuring that, as a business, we communicate with you in a clear and straightforward way, treating you with the respect you deserve.

5. We will deliver a five star level of service

We are proud to have been recognised by brokers as a five star lender for service at the 2018 Financial Adviser Service Awards. We will not rest on our laurels and will continue to strive to offer this level of service during every interaction with you. If you feel we aren’t hitting the level of service you’d expect from us, we are keen to know about it.

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