Our aim, as mortgage advisers is to provide a quality client focused service. We appreciate and understand that your mortgage is likely to be your largest financial commitment you will undertake. Our role is to help you understand how a mortgage works and how control of the repayments is essential for prudent money management.
We will issue you with a document; Doing business with DeHavilland Associates Ltd – Our Mortgage and Insurance Services & Costs; which details fees you will pay.
Throughout our association with you we are committed to giving the highest standard of service and customer care before, during and after your mortgage completes.
We will review the market place to identify the most suitable mortgage and protection product for you. We constantly review the mortgage market conditions to enable appropriate advice to be given. However, where a limited range or single product is recommended we will explain the reason for doing so. We will also provide information relevant to your mortgage needs, covering such items as an explanation of the main relevant repayment methods available and implications of taking a mortgage.
In order to provide you with appropriate advice we will ask that a detailed Mortgage Questionnaire/Factfind is completed, Your personal information will be treated as private and confidential (even when you are no longer a customer) except where the law requires us to do so or where disclosure is made at your request or consent in relation to arranging your mortgage.
You will receive full details of the terms of your loan confirmed in the lender’s formal offer letter, in addition, a reminder summary of our recommendation will be emailed near or on completion.
You have the right to inspect any documentation we hold in respect of our dealing with you. We will keep copies of your records in accordance with the requirements of the Data Protection Act. Copies of documents can be obtained, however, these will be will be Charged at £20.00.
Our aim is to provide you with a first class professional and confidential service and should a complaint arise, in the first instance you should contact our complaints department at our office address. Your complaint will be acknowledged within 5 working days, and we will then ask for the full details concerning your complaint, having received this we will give you an update of the progress of your complaint within 4 weeks.
DeHavilland Associates Ltd thank you for placing your business with us and remain committed to providing a quality service.
