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Treating Customers Fairly
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 Services 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 clain or make a complaint.
So How Do I Treat My Customers Fairly?
When we start our discussions, I will provide you with my Initial Disclosure Document which clearly explains my position in the market place. We will then go through a detailed factfinding process so I can understand your requirements to then find the most appropriate product in the whole market place to suit your needs. At this stage I will provide and explain in clear English the pros and cons the mortgage product using a Key Facts Illustration. If you are then happy to proceed with a full mortgage application, I will help you to go through the requirements explaining any technical terms clearly.
After submission to the lender, I will track the application ensuring there are no delays in proceeding to offer. If there are additional requirements by the lender, I will explain why they are requested and forward them to the lender to support the application when provided.
Once the offer is in place, I can help you with the paperwork required by your solicitor as this can often be confusing.
When your mortgage is in place, I will keep in contact with you by email, letter or telephone so that if any subsequent queries arise, I can help you without delay. If your have taken a product with a limited deal period, I will be in contact 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, I will always give you my best advice.
What Support Do I Have?
In order to ensure my advice is compliant, Lifetime Insurance Mortgage Experts Ltd carry out regular reviews on my sales process by inspecting client files and documents. In addition, my competence is continually monitored so that my knowledge of the market is up to date.
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 Services 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 clain or make a complaint.
So How Do I Treat My Customers Fairly?
When we start our discussions, I will provide you with my Initial Disclosure Document which clearly explains my position in the market place. We will then go through a detailed factfinding process so I can understand your requirements to then find the most appropriate product in the whole market place to suit your needs. At this stage I will provide and explain in clear English the pros and cons the mortgage product using a Key Facts Illustration. If you are then happy to proceed with a full mortgage application, I will help you to go through the requirements explaining any technical terms clearly.
After submission to the lender, I will track the application ensuring there are no delays in proceeding to offer. If there are additional requirements by the lender, I will explain why they are requested and forward them to the lender to support the application when provided.
Once the offer is in place, I can help you with the paperwork required by your solicitor as this can often be confusing.
When your mortgage is in place, I will keep in contact with you by email, letter or telephone so that if any subsequent queries arise, I can help you without delay. If your have taken a product with a limited deal period, I will be in contact 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, I will always give you my best advice.
What Support Do I Have?
In order to ensure my advice is compliant, Lifetime Insurance Mortgage Experts Ltd carry out regular reviews on my sales process by inspecting client files and documents. In addition, my competence is continually monitored so that my knowledge of the market is up to date.
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Web Design by Michael Knight 2009
Web Design by Michael Knight 2009
Your home may be repossessed if you do not keep up repayments on your mortgage or any other debt secured on it
The guidance and/or advice on this website is subject to the UK regulatory regime and is therefore primarily targeted at consumers based in the UK
Michael Knight Mortgages is an appointed representative of Lifetime Insurance Mortgage Experts Ltd, which is authorised and regulated by the Financial Services Authority for regulated mortgage
and insurance business only. Lifetime Insurance Mortgage Experts Ltd is entered on the FSA register (http://fsa.gov.uk) under reference 311266.
Michael Knight Mortgages, 8 Bramley Court, Abbey Rise, Wollaston, Wellingborough, NN29 7QA
The guidance and/or advice on this website is subject to the UK regulatory regime and is therefore primarily targeted at consumers based in the UK
Michael Knight Mortgages is an appointed representative of Lifetime Insurance Mortgage Experts Ltd, which is authorised and regulated by the Financial Services Authority for regulated mortgage
and insurance business only. Lifetime Insurance Mortgage Experts Ltd is entered on the FSA register (http://fsa.gov.uk) under reference 311266.
Michael Knight Mortgages, 8 Bramley Court, Abbey Rise, Wollaston, Wellingborough, NN29 7QA