Mortgage Broker Customer Service

First Union

Committed to Treating our Customers Fairly

At First Union, we are committed to offering our customers the highest possible standards of service.
In so doing we are pleased to continue to support the principle of ‘Treating Customers Fairly’, better known as
TCF and the initiatives being taken by the Financial Services Authority to further its implementation.

We have long recognised that both we and you, our customers, have everything to gain if we look after
your best interests and treat you fairly in all aspects of our mutual dealings.

Our commitment to you:

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 sales cycle, from our advertising and marketing right through to our after-sales service
Provide the best solution we can to meet the unique needs of each customer by offering a transparent, efficient and professional service, and
Constantly reviewing our service to identify areas for improvement

We promise to:

provide you with clear information about the products and services we believe you should consider,
including fees and charges
take time to ascertain your individual needs, preferences and circumstances so as to best provide you with
a list of products appropriate to you, aiming always to provide you with the best possible options from the whole of the lender market
provide both secured loans and /or re-mortgage options to you, as appropriate, so that you may be fully
informed on the alternatives available to you before asking you to decide on the best possible course of
action for you
give you access to a formal complaints procedure should you be unhappy with any aspect of our service
encourage you to ask if there is anything you don’t understand

What we will ask of you:

To help us give you the best service possible, we will ask you to:

tell us as much as possible about your income and outgoings, to enable us to properly help
you assess how much you can afford
let us know about changes in your circumstances as that might affect your choice of mortgage
let us know if there is any aspect of our service, or of a product we have discussed with you,
that you don’t understand
tell us if you think there are ways we can improve our service

Thank you for choosing First Union
First for Finance, First for You!