Five Stars, Four Years?

When we launched our Intermediary lending proposition in 2015, we made it our purpose to deliver outstanding service.

Our Business Development Managers made a commitment to return calls within three working hours.

Our Mortgage Application Processing team(s) made a commitment to assess documents within 48 hours.

Where a case is referred, our Underwriters made a commitment to provide their direct contact numbers and return calls on the same day, if received before 3pm.

Eight years later, we still live by these values, which has earned us the prestigious Financial Adviser Five-Star Service Award for Mortgages for the last three years in a row.

Last year, we made further enhancements to our proposition, with the launch of three Regional Case Management teams, together with a dedicated New Build and Self Employed team, in which our multi-skilled experts provide focused support. We also upgraded our system, allowing mortgage brokers the option of selecting the month they want their client’s mortgage to switch when completing a Product Transfer. Following the upgrade, we provided them with the capability of arranging Additional Borrowing on behalf of their clients, with products aligned to match our Rate Switch products, ensuring that existing borrowers have consistency across their mortgage.

We have also recently upgraded our mobile banking app, which is available to existing borrowers with, or without a current account. They can use this to provide mortgage brokers with key information about their mortgage, including their mortgage account number, outstanding balance, and remaining term.

In a period of such uncertainty, providing exceptional service to Intermediaries has never been so important. The Financial Adviser Service Awards are the benchmark for lender service levels in our industry, and represent an opportunity of having your voice heard, both for the right and wrong reasons.

This year, we would be honoured to be nominated for a fourth Financial Adviser Five-Star Service Award for Mortgages in successive years, reflecting our support of the Intermediary market. If you are voting this year, please do give consideration to our inaugural purpose of delivering outstanding service, both eight years ago, and today.

Thank you in advance for your continued support - please select this link to make your nomination.