Treating Customers Fairly
At the Mortgage Mine, we are committed to offering our customers the highest possible standards of service.
In so doing we are pleased to continue to support the principle of Treating Customers Fairly, better known as TCF and the initiatives being taken by the Financial Services Authority to further its implementation.
We have long recognised that both we and you, our customers, have everything to gain if we look after your best interests and treat you fairly in all aspects of our mutual dealings.
Our commitment to you:
In adopting the TCF principle, we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:
Protect the interests of our customers at each stage of the sales cycle, from our advertising and marketing right through to our after-sales service.
Provide the best solution we can to meet the unique needs of each customer by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement.
We promise to:
Provide you with clear information about the products and services we believe you should consider, including fees and charges.
Take time to ascertain your individual needs, preferences and circumstances so as to best provide you with a list of products appropriate to you, aiming always to provide you with the best possible options from the whole of the lender market.
Provide both secured loans and /or re-mortgage options to you, as appropriate, so that you may be fully informed on the alternatives available to you before asking you to decide on the best possible course of action for you.
Give you access to a formal complaints procedure should you be unhappy with any aspect of our service.
Encourage you to ask if there is anything you dont understand.
What we will ask of you:
To help us give you the best service possible, we will ask you to:
Tell us as much as possible about your income and outgoings, to enable us to properly help you assess how much you can afford.
Let us know about changes in your circumstances as that might affect your choice of mortgage.
Let us know if there is any aspect of our service, or of a product we have discussed with you, that you dont understand.
Tell us if you think there are ways we can improve our service.