Lonsdale Mortgage Brokers – Customer Charter

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We are committed to offering you the best possible independent mortgage advice and client service. We will always look after your best financial interests and treat you fairly.

We seek to build long-term financial partnerships with the individuals and businesses we work with, based on trust developed through the application of our core principles of integrity, reliability and value.

Our aim is to deliver independent mortgage advice that is totally in tune with your requirements. Our ability to work in close collaboration and provide exceptional customer service has resulted in us developing long standing relationships with many of our customers.

Lonsdale Mortgages is part of Lonsdale Services Limited which is an independently owned private business. We can afford to look after your best interests and offer you the most appropriate mortgage advice. We believe that professional mortgage advice can save you time and money.

We consider all our customers to be unique and we will deliver mortgage solutions solely created to match your specific needs. This enables us to deliver mortgage solutions in a professional and cost effective manner.

At Lonsdale Mortgages we aim to identify and assist clients and prospective clients who may be considered as being vulnerable by virtue of their age, disability or other circumstances.

Our commitment to you

We will:

• Act in your best interests
• Provide you with clear information about the mortgage products and service we offer, including fees and charges if applicable
• Ascertain your financial circumstances, needs, and preferences before making a mortgage recommendation
• Only recommend a suitable course of action that you can afford
• Explain the risks and impact of the mortgage advice we give you in a way you will understand
• Encourage you to ask if there is something you do not understand

To help us give you the most appropriate independent mortgage advice, we ask you to:

• Be honest about your personal, financial and company circumstances, needs, preferences and objectives
• Keep us informed of any change in your financial circumstances
• Inform us before you act on our mortgage advice if you do not understand the risks and potential impact on your future finances
• Always let us know if you don’t understand our recommendations
• Tell us how we can improve our customer service

Complaints

If you wish to register a complaint, please write to:

Lonsdale Services
3 Curo Park
Frogmore
St Albans
Hertfordshire
AL2 2DD

Tel: +44 (0) 1727 845500

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.

Compensation Scheme

If you make a complaint and we are unable to meet our liabilities, you may be entitled to compensation from the Financial Services Compensation Scheme. Investment business will normally be covered up to a maximum of £50,000. Further information about these amounts and limits for all other product types are available from the FSCS.