Let us have your contact details and we'll call when it suits you.
We'll contact you and ask some questions about your circumstances. We'll give you all the advice and help you need and then recommend the best mortgage for you.
What it means to us
Treating Customers Fairly has always been at the heart of Who's Lending? Operations, the company exists to solve and meet the demands and needs of our customers. The company has established and expanded as we have found more solutions for our customers. We have developed our products and services to ensure that our customers are provided with a suitable solution, which is right for their individual circumstances.
Treating Customers Fairly exists to help our customers to understand the features and benefits and also the risks and financial implications of these products and services.
The six outcomes
The FSA has six outcomes that explain what we would like to achieve for our customers:
- 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 of an acceptable standard and as they have been led to expect.
- Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
Training
All of our staff at Who's Lending? complete a Treating Customers Fairly training course to help them recognise which part of their daily process shows how committed we are to the six outcomes. As part of our induction process any new member of staff will complete this training and then receive six monthly refreshers. This will ensure they are up to date with any changes that happen.
What we will do
- We will provide clear information about the products and services we offer, including any fees and charges.
- We will ascertain individual's needs preferences and circumstances before recommending a product or service.
- If we cannot find a product or service that is suitable we will not recommend 'the next best thing'.
- We will encourage customers to ask questions if they do not understand anything.
- We will not use jargon and make sure that our customers understand what we are offering.
- We will give access to a formal complaints procedure should it be necessary.
- We will analyse cancellation data to help us to understand the performance of the products and services we offer.
- We have a free telephone number making us accessible at no cost to the customer.
Treating Customers Fairly is not a new thing for Who's Lending?, it is the way we have always provided a service for our customers. We will continually look for ways to improve our products and services and welcome feedback from our customers!