CUSTOMER FOCUS
Our commitment to you
We want to make sure every customer receives a great experience and a good outcome from us. As part of that commitment, we work to continuously review and update our documents and processes to ensure we are providing fair, and responsible outcomes. These updates will help you better understand our products and the value they offer.
Additional Support Needs Factsheet
All customers have the potential to need support at some stage. We're here to support you and your customers. Read our Additional Support Needs Factsheet to learn more.
Additional Support Requirements Form
There are many circumstances that mean customers would like us to work with them differently. If they share this information with us, we’ll take the time to understand their needs and work with you and them to support those needs.
Product Information Sheets
Our product information sheets are available here.
Supporting customers with characteristics of vulnerability
The FCA describes a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
All customers are at risk of becoming vulnerable and this risk is increased by characteristics of vulnerability related to four key drivers.
Driver Examples of associated characteristics
Health Physical disability, severe or long-term illness, hearing or visual impairment, mental health condition, or addiction
Life Events Bereavement, relationship breakdown, domestic abuse (including financial abuse), or caring responsibilities
Resilience Low savings, over-indebtedness, or low emotional resilience
Capability Low knowledge or confidence in managing finances, poor literacy or numeracy skills, or poor English Language skills
We want everyone accessing our products and services to have a good outcome. When we’re aware of your client’s needs and circumstances, we can help support them better. This support may involve changing the way we communicate with the applicant(s), or adjusting our standard processes in line with the needs of the applicant(s).
Information regarding the characteristics of vulnerability, and any associated support needs, can be shared with us during the application process with the applicant’s permission, via our broker portal. Any characteristics of vulnerability disclosed will not impact the outcome of an application.
Should the applicant(s) wish to share information regarding characteristics of vulnerability or support needs at any time after their initial application, this can be done by contacting our Customer Support team on 0344 257 0427 or customersupport@themortgagelender.com
Information shared with TML regarding the applicant/s characteristics of vulnerability will be processed and stored in line with applicable data protection requirements.
Frequently Asked Questions
We are always listening when you ask questions about Consumer Outcomes, what it means for us as a lender and what it means for you.
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 in our Product Information Sheets.
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.
About Us
The Mortgage Lender (TML) is an award-winning specialist lender, offering products for the self-employed, those with credit blips, the buy-to-letters, and everyone in between.
Get in touch with us
Got a question about an application? Or want to double check some details? Give us a call and we'll get to the bottom of it.
Come to the wrong place?
We only sell our products through expert broker partners, so you can't apply to us directly for your own mortgage. If you're shopping for yourself, jump over to the Customer area for more information.