Treating Customers Fairly

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 Feedback 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.

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.

FCA Financial Services Register

Help to Buy Equity Loan scheme

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 (Telephone: 0808 808 4000) - offers free, confidential advice on all aspects of dealing with debt. The National Debtline website includes factsheets, self-help packs, letter templates and an interactive budget planning tool.

Shelter (Telephone 0808 808 4443) - offers comprehensive advice on all aspects of housing, including avoiding repossession and what to do if you're being repossessed.

Step Change Debt Charity (Previously called the Consumer Credit Counselling Service: CCCS) - (Free helpline 0800 138 1111) - offers help in resolving multiple debts.

Money Advice Service - Free advice on debt, divorce/separation, setting up a new home, care & disability - 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.



Mortgage Market Limited is an independent private limited company. Company Registration No. 3758210 with registered offices at Manor House Farm, Jericho Lane, East Halton, Immingham, North Lincolnshire DN40 3PZ. The company is directly regulated and authorised by the Financial Conduct Authority, Registration No. 305559. Full Consumer Credit License Registration No. 475457 Data Protection Registration No. 24732390

Think carefully before securing debts against your home. Your home or property may be repossessed if you do not keep up repayments on your mortgage.
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