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About LWF Mortgages

Treating Customers Fairly

We are committed to ensuring that the FSA principle of Treating Customers Fairly (TCF) is applied in all areas of our day-to-day business activities.

In adopting the TCF principle we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:

  • Provide a Client Focused Service. We fully appreciate that the client’s mortgage is likely to be their largest financial commitment undertaken
  • To help the client understand how a mortgage works and how control of their repayments is essential for money management. Throughout our association with our clients we are committed to giving the highest standard of service and customer care both, before, during, and after their mortgage commences
  • If a client proposes to do non- investment Insurance business, we will provide information based on the range of products that we have available. We fully appreciate that the client’s circumstances may require more specialised information or advice in this area, and that being the case we will always refer them to someone who can help in that area
  • Meet, as best we can, the unique needs of each client by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement
First Name
Surname
Postcode
Which do you require
Property value
Amount you wish to borrow
Are you a homeowner ?
Yes No
Employment status
Employed Self Employed
Do you need to Self-Certify your income?
Yes No
Have you ever had any Credit Problems?
Yes No
Contact Telephone Number
Alternative Telephone Number
Email Address
Please read our Initial Disclosure Document before submitting your enquiry. Your privacy is important to us and we will never give your details to any third parties.

In practical terms for the different areas of our business this means:

  • Ensuring that promotional material is clear, compliant, jargon free and appropriately targeted
  • Ensuring that sales staff have thorough training on all products they advise on, understand who they are suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features
  • Ensuring that 3rd parties who we deal with adopt the FSA principles.
  • Operating sales remuneration systems which assure fairness to the customer as well as customer satisfaction, rather than only rewarding sales volumes
  • Finding ways to encourage non sales staff to implement TCF in their day to day business activities
  • Keeping detailed records of customer instructions and profile/attitude to risk, and of the advice and options given before, during and after a sale – to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly
  • Encouraging after sales contact with the client where appropriate to correct or improve on the service already offered
  • Ensuring that customer complaints are assessed fairly, promptly and impartially, and in line with FSA deadlines and rules
  • Encouraging staff to recommend improvements to service following customer complaints/recommendations/comments – and monitoring the outcome
  • Ensuring that staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers
  • Offering regular training in the principle of TCF at all levels of the business
  • Regularly monitoring and reporting on all of the above TCF activities as part of the company’s monthly statistics/Management Information (MI), in order to assess TCF performance across the business and recommend changes where appropriate
  • Ensuring that TCF values, which are set and communicated by Senior Management, are supported by all staff and understood in the same way

Your home may be repossessed if you do not keep up repayments on your mortgage.

LWF Mortgages is a trading name of Loanworld Finance Ltd which is authorised and regulated by the Financial Services Authority, FSA no 304057. Loanword Finance Ltd is registered in England and Wales - Registration number 4143771. Registered Office 11 Halifax Court, Fernwood Business Park, Cross Lane, Newark, NG24 3JP. LWF Mortgages is covered by the Financial Ombudsman Service and is a participant of the Financial Services Compensation Scheme.

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