Customer Charter

We are committed to providing you with a comprehensive and competitive range of loans.

We work in a way that makes the process of arranging your loan simple and easy to understand.

We do this in a responsible manner through people who are well trained and act in accordance with the highest standards of honesty and integrity.

We aim to be at the forefront of adopting best practice so as to achieve our aspirations of being world class in everything that we do.

In this way, we hope to earn your trust and confidence and be recognised as the most respected and trusted independent specialist finance broker in the UK.

Find out more about who we are. 

The values and behaviours that guide us in all that we do and say

Integrity

We expect everyone who works for us to act with unyielding integrity in everything they do. In short, we do what we say. We walk the talk. We do not accept in any circumstances a nod or a wink or turning a blind eye. We know where our moral compass takes us and we follow that route without compromise.

Honesty

We expect everyone who works for us to tell the truth and act honestly in all their dealings with each other and every client, partner and supplier. In short, we say what we do. Even if we know it will be painful to admit to failings or shortcomings. We always say it as it is.

Equality

We treat everyone who works for us as equal irrespective of age, gender, race, sexuality, ability or anything else. That means equality of opportunity, equality of care and equality of voice. Our group is built on a team ethos that recognises the value of the contribution of everyone on the team. The only hierarchy is that of the quality of the idea. The best idea always wins, whoever thinks of it.

Fairness

We treat our colleagues, clients, partners and suppliers fairly in all our dealings with them. We don’t seek to take unfair advantage, or exploit our position. We want the balance in every relationship to be mutually satisfactory. We want all relationships to be based on mutual benefit and a fair distribution and allocation of the rewards.

Openness and Transparency

We will be open and transparent in all communication, both internally and externally, with all stakeholders, including third parties. As appropriate and fair, we will share good ideas far and wide within the group.   Withholding and restricting information is a weakness in management – not a strength.

Humility

We carry out our business in a humble manner. We don’t need the recognition of our peers and the market. We will let the quality of what we do, the strength of our values and the feedback from our people and clients speak for us.

Service

We are here to serve our customers to the best of our ability and recognise that, if we add value and provide great service, we will lay the foundations of a successful business. Much is written about customer service. Little is understood.  We understand that great service is the root of our model.

Trust

We want our people, our clients and our partners and suppliers to trust us. For our people, we want to offer them sustainable careers, knowing that they work for a group that cares and that we will put them first. For our clients, we want them to know that they can trust the advice and products we offer on an unconditional basis.  For our partners and suppliers we want them to see us as trusted colleagues who work tirelessly to deliver mutually beneficial success.