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At the root of excellent customer service is a genuine desire to 'do the right thing'. You could say that quantifying this desire is difficult so the Financial Conduct Authority have helped by defining six key outcomes. These are as follows:

• consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
• products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
• consumers are provided with clear information and are kept appropriately informed before, during, and after the point of sale.
• where consumers receive advice, the advice is suitable and takes account of their circumstances.
• consumers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and also as they have been led to believe.
consumers do not face unreasonable post-sale barriers imposed by firms to changed product, switch provider, submit a claim or make a complaint.

So how do we treat our customers fairly?

When we start our discussions, you will be provided you with the Initial Disclosure Document which clearly explains our position in the market place. We will then go through a detailed fact finding process so your requirements will be understood to then find the most appropriate product in the  market place to suit your needs. The pros and cons of the product will be explained in clear English with the help of a Key Facts Illustration. If you are then happy to proceed with a full product application, you will be helped you to go through the requirements explaining any technical terms clearly.

After submission to the lender, the application will be tracked ensuring there are no delays in proceeding to offer. If there are additional requirements by the lender, this will be explained why they are requested and forward them to the lender to support the application when provided.

Once the offer is in place, we can help you with the paperwork required by your solicitor as this can often be confusing.

When your mortgage is in place, we will keep in contact with you by email, letter or telephone so that if any subsequent queries arise, you can be helped without delay. If your have taken a product with a limited deal period, you will be contacted shortly before expiry to run through your options. Depending on the market at that time, it may be in your best interest to remain with your current lender or alternatively look to another lender to provide finance. Whatever the situation, you will always get the best of advice.

What support do we have?

In order to ensure our advice is compliant, HL Partnership carry out regular reviews on our sales process by inspecting client files and documents. In addition, our competence is continually monitored so that our knowledge of the market is up to date.


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