Our Commitment To You

We aim to respond to any mortgage enquiry from you immediately. In and out of office hours. Where this is not posible we undertake to contact you within 24 hours.

We will spend as much time as is necessary to ensure that you understand all the information and options given to you.

If you instruct us as your agent in applying for and securing your mortgage we will do so diligently and speedily, but remember, we also rely on you to tell us the whole truth about your finances and circumstances.

If we do not feel we can assist, for whatever reason, we will explain the reason to you and there will be no charge for our time or advice.

We will suggest a mortgage scheme as available to you from available lenders in accordance with the information you gave to us.

We will keep you in touch with your application progress by e-mail, telephone or fax, wherever you live in the world.

Some lenders administration procedures are not brilliant and we try to avoid them. However, it is not unusual that some of these lenders may be offering very good mortgage products so it can be a case of Catch 22. Where this is the case we will do our level best to "keep them on their toes" to ensure as rapid a process as possible.

We do not make our money via commission. Because we are fee based independent brokers, you can be assured that we do not place business with lenders just because they pay us to do so. On some occasions we receive an introducer payment from a lender, but we only accept this with the proviso that the payment is not hidden and/or attached to your mortgage - In essence we accept no such payments if it would have any adverse financial impact on your mortgage loan. These introducer payments help, us to maintain our systems and offer free information etc. as in reality, nothing is truly free in this world

We will give you ongoing help and generic advice at any time once you become a client and no fees are charged for any amount of assistance given - you will only ever pay a fee when you instruct us to conduct actual mortgage business on your behalf.

Finally, we can deal with all your buildings and contents insurance; accident and redundancy insurance and term life and/or critical illness insurance to protect your mortgage debt/payments.

TREATING CUSTOMERS FAIRLY

We aim to treat you fairly.

We consider carefully the product we offer and we select or design, them with our customers in mind.

We work hard to make sure your not misled and that the information we provide is clear and understandable.

Our complaints process is fair and accessible and we aim to put things right if we make a mistake.

We want you to be confident and comfortable in your dealings with us – this is central to our corporate culture.

WHAT YOU MUST TELL US

When you take out a mortgage or life cover, critical illness, payment protection or buildings & contents insurance, the information you supply to us is the basis on which your loan, cover and premiums are agreed.

If that information is incorrect or anything changes, please let us know immediately as it could invalidate your loan or policy and result in the loan or policy being withdrawn or a claim not being paid.

Any changes in information supplied will be accepted from you either verbally or in writing.

Our products are designed to meet your identified needs and you will be  provided with clear information and kept appropriately informed before, during and after the sale.

When you receive advice it will be suitable and take full account of your circumstances.

SHOULD YOU HAVE A COMPLAINT

1. Contact the Manager where you bought your mortgage or policy. We expect the majority of complaints will be quickly and satisfactorily resolved at this stage. If you remain unsatisfied, you can take the issue further-
2. ...in writing Write to The Compliance Officer, Westexe Mortgage Solutions Ltd, 25 Okehampton Street, Exeter, EX4 1DY
3. ...by phone Telephone 01392 216344
4. If you remain dissatisfied with our response to your complaint, you may be able to refer the matter to Financial Ombudsman Service. They will independently investigate your complaint without charge to you – Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. 0845 080 1800.

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