106 Fore Street, Hertford, Herts SG14 1AH Tel : 0845 123 5808

At lifestylemortgages,

we are committed to offering our customers the highest possible standards of service.

In so doing we are pleased to support the Financial Services Authority initiative ‘Treating Customers Fairly’

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

Our commitment to you

We will:

• Provide you with clear information about the products and service we offer, including fees and charges

• Ascertain your individual needs, preferences and circumstances before giving you a choice of mortgage products that we will provide details on. You will not receive advice or a recommendation from us

• Only provide a choice of mortgage products that we consider suitable for you and that you can afford – and always the most suitable from the available options

• Not provide a choice of mortgage products if we can’t find one we consider suitable

• Encourage you to ask if there’s something you don’t understand

• Give you access to a formal complaints procedure should you become unhappy with our service

How you can help us

To help us give you the most appropriate choice of products, we will ask you to:

• Tell us as much as possible about your income and outgoings, to enable us to properly assess how much you can afford

• Let us know about changes that might affect your ability to repay a mortgage

• Let us know if there is any aspect of our service, or of a product we have discussed or given you a choice of that you don’t understand

• Tell us if you think there are ways we can improve our service

Thank you for choosing lifestylemortgages