2002-2007 Stonebridge Mortgage Solutions. All rights reserved.
CUSTOMER PROMISE
We will deliver a "Welcome Call" to each customer.
Upon receipt of your application an administrator will contact you with the aim to:
1. Provide an introduction
2. Ensure we have your correct contact details and ascertain your preferred method of contact
3. Update you with information needed from the lender or product provider
4. Answer any queries or questions you may have.
Updating you at every stage of the application.
A contact phone call/e-mail or letter will be provided at every stage of the application
(i.e. valuation instructed, further information required)
We will attempt, where possible, to respond to all messages within one hour.
If an administrator is unable to take a call - we will ensure a response is provided within one hour or to a timescale agreed by both parties.
We will provide a follow up 'interview' at offer stage.
Your advisor will contact you once the loan offer letter has been issued to confirm its accuracy and to clarify the products you have been recommended are specific to your needs.
We will confirm the protection products you have chosen.
Your advisor will again contact you at 'exchange of contracts' to:
1. Ensure that you are in full knowledge of the protection products that have been recommended and which you have decided are suitable for your specific requirements.
2. Clarify with you as to why you feel these were important to you.
3. Establish that your circumstances have not changed.
4. Ask for your agreement on a commencement date for these products.
5. Establish a preferred date for when premiums should be collected from the nominated bank account.
A 'Customer Services' call will be made when contracts have completed.
We will make further contact with you when completion of the house purchase/re-mortgage has taken place with an aim to:
1. Answering any further questions you may have and ensure you have been happy with the service provided by the Stonebridge Group.
Call (01362) 851860 for further information
2. If you have taken out Life Protection Policy/General Insurance Protection - we will now confirm that you are in receipt of all relevant documentation and premiums are being collected in accordance with your wishes.
3. We would like to remain in touch to ensure we provide you with the 'after sales' services, that as a valued customer, we feel you deserve, therefore, we would like to ask you for your new contact details.
