the mortgage practice

The Bedfordshire Mortgage Practice was established in 2003 by Principal Advisers James Archer and John Doyle with one simple aim - To provide professional independent mortgage advice.

We have achieved this goal with our unique High Street offices in Leighton Buzzard providing mortgage advice to the local community and our customer call centre able to provide telephone or internet based advice to customers anywhere in the UK.

As a whole of market mortgage specialist we pride ourselves on the quality of our advice and recommendation. We aim to provide and document a total mortgage solution which best suits your needs.

All of our Advisors are professionally qualified and hold either the Certificate in Mortgage Advice and Practice or Mortgage Advice Qualification.

Hours of Business. Monday to Friday 9am - 5:30pm. Saturday and Evening consultations are available by appointment.

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

All initial consultations are free of charge. If, however, a mortgage is arranged we may charge a fee of up to 1% of the mortgage amount. Depending on your circumstances this fee may be waived. A typical fee is £295.

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The Principals of the Mortgage Practice 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.

Putting Customers First is at the heart of our Business.

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:

Protect the interests of our customers at each stage of the product life cycle, from promotion right through to after sales service. Meet as best we can the unique needs of each customer by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement.

The Mortgage Practice is highly committed to ensure we implement TCF in our business, we believe that we can add value to the Customer Experience which will in turn mean that both customers and staff will benefit from a stronger long term business relationship which is mutually beneficial to all parties.

We expect fair treatment of Customers to be reflected in the firm’s culture and the manner in which Customers are managed and communicated with. Focus on this area must be continuous and committed delivery is expected from all staff.

We are committed to ensuring that the FSA principle of treating customers fairly is applied in all areas of our day to day business activities. In adopting this principle we recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:

1) Deliver a “Welcome Call” to each customer - Upon receipt of the initial update from the lender of your application – an Administrator will contact you with the aim to:

* Introduce themselves as your mortgage administrator
* Ensure we have your correct contact details.
* Request from you any information needed by your lender.
* Answer any queries or questions that you may have.

2) Keep you informed of your applications progress.

* A contact phone call or email will be provided at each stage of the application (i.e. valuation instructed, further information required).

3) Ensure that all customer information is treated confidentially by ensuring that;

* All of our employees are aware of their responsibility to ensure that all personal information obtained from customers is treated within the requirements of the Data Protection Act:
* All reasonable steps are taken to ensure that the information received about an applicant is accurate.
* No third parties have access to the information either written or verbally.
* All computers are password protected for security and paper files are stored securely.

4) Deliver a final phone call when contracts have been exchanged and to confirm the date set for completion.

* If you have taken out a Life Protection Policy – we will now confirm the monthly premium and a date when you would like the policy to commence.

5) After-Sales Promise

With your permission we would like to stay in touch with you after completion. We would like to ask you for your new contact details so that our team may contact you at regular intervals and specifically prior to the end of your initial rate period to review both your Mortgage and Protection needs.

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