Treating Customers Fairley


At Mortgage Market we are constantly striving to offer the highest level of customer service possible through committed and skilled professionals.

Our Treating Customers Fairly Commitment 

"Treating Customers Fairly (TCF) is an initiative that seeks the fair treatment of customers throughout the sales process. TCF is at the forefront of everything we do to ensure we put your demands, needs and requirements first."

TCF seeks to create a 'customer-centred' culture within individual businesses, and the industry as a whole. It is governed and driven by our regulator the Financial Conduct Authority (FCA).

Specifically TCF aims to: 

Help customers fully understand the features, benefits, risks and costs of the financial products they buy

Ensure the sale of suitable products through appropriate advice which fully takes into account the individual's needs and circumstance

Ensure that advertisements are appropriate, easy to understand and deliver on what they promise

Ensure customers receive clear information and are kept suitably informed before, during and after the point of sale

Ensure that customers do not face unreasonable barriers if they want to make a complaint

What does TCF mean for You? 

Confidence that you are dealing with a firm where the fair treatment of customers is central to the way we operate

Products and services provided are designed to meet your needs

Clear information provided at all times

Products and services that deliver as we have led you to expect

A simple, fair and straightforward complaints process, where the need arises

Key Benefits of TCF 

Enhanced customer service

Enhanced service satisfaction

Improved confidence and security

Every individual within Mortgage market has a responsibility for the delivery of this enhanced customer service

Our Feed Back Form 

We would be very grateful if you could spend a few minutes providing your thoughts on the service we have provided by sending back the survey form that we will send you once your application for finance or insurance completes

You can also include any ideas or suggestions you may have on this form. We appreciate any feedback, good or bad, as it allows us to learn from your experiences and ensure that our services remain of the highest standard.

Additional Useful Help and Advice 

Here at Mortgage Market Limited our ongoing commitment is to ensure that your expectations of us are always met, and that we constantly seek to enhance your overall service experience with us.

For us, this experience extends beyond our dealings with you into a more complete and well rounded service. In light of this, we have decided to add the following links to other useful websites should you need to seek further assistance or information at any stage.
Citizens' Advice Bureau - their 'Advice guide' website offers  useful online guidance on coping with debt problems. If your client would prefer to speak to someone, they can  search online for their nearest CAB branch and the relevant contact information.

National Debt line - offers free, confidential advice on all aspects of dealing with debt. Telephone 0808 808 4000, The National Debtline website includes factsheets, self-help packs, letter templates and an interactive budget planning tool.Shelter - offers comprehensive advice on all aspects of housing, including avoiding repossession and what to do if you're being repossessed. Telephone 0808 808 4443  Go to the Shelter website.

Step Change Debt Charity (Previously called the Consumer Credit Counselling Service -CCCS) - offers help in resolving multiple debts. Their free helpline is 0800 138 1111 Go to the Step Change website.

The FSA - the FSA website will provide more information from a regulatory perspective from the industry's watchdog concerning press releases, industry updates and 'goings on' through to a dedicated customer contact centre which you can call relating to a variety of queries.  Go to the FCA website.

Money Made Clear (FSA) - whether you're buying your first home, moving or just want to review your options, the FSA's impartial, practical information and tools can help with this comprehensive online resource. The UK's financial watchdog offers jargon-free explanations on various products, advice on matters such as finding out about insurance and protection, saving for tomorrow, getting financial advice, making a complaint, what do in the face of arrears and repossession through to useful tips on how to manage your retirement.  Go to the Money Advice service website.

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Mortgage Market Limited is directly authorised and regulated by the Financial Conduct Authority
Your Home is at risk if you fail to keep up payments  on a mortgage or loan secured on it

Mortgage Market Ltd is a private limited company.  Registered office at Sawood House, Sawood, Oxenhope, West Yorkshire, BD22 9SP

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