Changes to our Real Life Lending Charter


We all know how fast-paced and demanding the mortgage market has been this year. That’s why we often have to make quick decisions that help us maintain a great level of service. With that in mind, we’ve decided with effect from Monday 14 September, we will be removing our pledge to allow 5 working days' to submit pipeline business following a mortgage product withdrawal. From that date you will not be able to submit an application for a product that has been withdrawn.

As a responsible lender, we feel like this is the best way for us to continue to meet demand and react to the changing market. We’re still committed to doing the right thing for you and your clients, and in the spirit of the above we will now endeavour to provide 2 working days’ notice of product withdrawals where possible, and provide details of any replacement products.

We’re still committed to continuing offering a five-star service. There are many ways we’re here to support you:

  • contact us by Web Chat, Twitter @BrokerSupport, or via Video Link with your dedicated Business Development Manager
  • keep up to date with our service levels here.

Thank you for your ongoing support and understanding.

All information correct at time of publish.