Haselip Mortgage Services is committed to treating our customers fairly
At Haselip Mortgage Services, we are committed to offering our customers the highest possible standards of service. In so doing we are pleased to support the Financial Services Authority initiative ‘Treating Customers Fairly’.
We recognise that both us as a business and yourselves as customers have everything to gain if we look after your best interests and treat you fairly in all aspects of our dealings with you.
Our commitment to you
We will:
- provide you with clear information about the products and service we offer, including fees and charges;
- ascertain your individual needs, preferences and circumstances before recommending a mortgage;
- only recommend a mortgage that we consider suitable for you and that you can afford – and always the most suitable from the available options;
- not recommend a mortgage if we can’t find one we consider suitable;
- encourage you to ask if there’s something you don’t understand;
- give you access to a formal complaints procedure should you become unhappy with our service.
You can be sure that:
- we only use product and service providers where the fair treatment of customers is central to the corporate culture of their business;
- the products and services we offer are designed and targeted to meet the needs of customers such as yourself;
- we will provide clear information and keep you appropriately informed before, during and after the sale;
- the advice we give will be suitable and take account of your personal circumstances;
- the products we recommend will perform as you expect and that the associated services will be of an acceptable standard;
- we will not impose any unreasonable barriers to change product, switch provider, submit a claim or make a complaint.
How you can help us
To help us give you the most appropriate advice, we will ask you to:
- tell us as much as possible about your income and outgoings, to enable us to properly assess how much you can afford;
- let us know about changes that might affect your ability to repay a mortgage;
- let us know if there is any aspect of our service, or of a product we have discussed or recommended that you don’t understand;
- tell us if you think there are ways we can improve our service.
