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 you are 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 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 and 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please let us know immediately as it could invalidate your loan or policy and result in the loan or policy being withdrawn or a claim not being paid.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. 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:-

IN WRITING, write to: The Compliance Officer, Westexe Mortgage Solutions Ltd, 25 Okehampton Street, Exeter, EX4 1DY.
BY PHONE, telephone: 01392 216344

If you remain dissatisfied with our response to your complaint, you may be able to refer the matter to The Financial Services Ombudsman Service. They will independently investigate your complaint without charge to you – Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. TEL 0845 080 1800

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