Customer Outcome FAQs

Not for customer use. For professional intermediaries only.

When it comes to customer outcomes, we want to work with you, our intermediary partners, so we can grow together. That’s why we are always listening when you ask questions about customer outcomes, what it means for us as a lender and what it means for you.

Here you can find our Frequently Asked Questions. 

We define a good outcome as one where the customer receives a product that is designed to meet their needs, that provides fair value and helps them achieve their financial objective.  This can only be achieved by communicating and engaging with you and customers, your clients, in a way that helps them to make effective, timely and properly informed decisions.  We support customers to realise the benefits of the product without facing unreasonable barriers.

Information about the target markets for our products, and how they provide fair value, can be found here. We understand the importance of this information being provided in a consistent format that is easily identifiable and understandable, therefore we have used a template created by a number of industry bodies working together – the Intermediary Mortgage Lenders Association (IMLA), UK Finance, the Building Societies Association and the Association of Mortgage Intermediaries (AMI). Our Product Information Sheets will be kept up to date with any changes to our proposition.   

Intermediaries are responsible for ensuring their own fees and charges also represent fair value to their clients. We will provide you with the information you need to understand and communicate how our products and associated fees provide fair value to our target market.  This will include average intermediary fees. 

  • We will always treat any customer who has been identified as requiring additional support as an individual, fairly and appropriately.  We will communicate in a manner suitable to their circumstances and any communication needs they may have, ultimately ensuring they are generally supported in an appropriate manner.  We have identified as part of our target market that a proportion of our customers may have characteristics that require additional support.  Therefore, if we identify the support requirements, or you disclose them to us, we will record this and provide appropriate support that is required. This may include contacting the customer, you or both to check if additional information is required to aid understanding or find out if we need to change how and when we communicate.