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

We'll give you five working days to complete a mortgage application after we've withdrawn the product from sale

We recognise that having the rug pulled from under you with 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'll have five working days to submit a full mortgage application following a product withdrawal.

We won't proactively market life insurance to your clients

We understand that life insurance is incredibly important to you and therefore we pledge not to approach your clients with a view to cross-selling this product.

We'll only offer dual pricing if 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 the fact that the majority of our lending is via mortgage professionals - from time to time, we will offer exclusive products that are only available through you.

We'll always communicate with you in a timely, clear and straight-talking way

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.

We'll deliver a five star level of service

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

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