Committed to treating customers fairly

We are committed to offering our customers the highest possible standards of service. We support the principle of treating customers fairly (T.C.F.) as implemented by the Financial Services Authority.

Our Commitment to you

1. Protect the interest of our customers from advertising right through to our after sales service.

2. Provide the best product available by offering a transparent, efficient and professional service.

3. Constantly reviewing our service to identify areas for improvement.

We promise to

1. Provide you with clear information about all our products and services.

2. Take the time to ascertain your individual needs.

3. Give you access to a formal complaints procedure that will be dealt with within 72 hours.

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FussFreeMortgage.com Terms of Business.

Introduction

This letter explains the terms and basis of your appointing us to act on your behalf. Should you have any questions then please do not hesitate to contact us.

Status disclosure:

Acting on your behalf in all instances, we provide access to all major high street Banks and Building Societies, who provide competitively priced products to meet the needs of our customers. Where your circumstances do not fit their criteria we have access to the whole marketplace.

Level of service:

Under the terms of the Code there are three levels of service available. These are:

a) Full advice and recommendation
b) Information on different types of mortgage products available to allow you to make a choice
c) Information on a single product only, where no advice is given

We offer a full advice and recommendation service, however where you ask for a specific product, or there is only one appropriate product available we can provide you with information and arrange on your behalf.

Our dealings with you:

All written terms and conditions will be fair in substance and set out your rights and responsibilities clearly and in plain language, with legal and technical terms used only where necessary.

During our meetings we will be completing a detailed mortgage factfind to enable appropriate advice to be given to you on your mortgage requirements. We will also provide you with the leaflet Your Mortgage Explained - The Facts giving information relevant to your mortgage needs, covering such items as an explanation of the main repayment methods and the implications of taking out a mortgage. When making our recommendation we will confirm our advice in writing. You should keep this as it will be an important record of our discussions. Details of the loan will also be confirmed in your lender's formal offer.

Fee & benefit disclosure:

Our firm may receive remuneration from lenders with whom we place mortgages. We will advise you in writing of all fees payable to the company of £250 and above. If the fee is less than £250, we will advise you in writing that a fee has been paid to the company. In addition to the fee our company received, the lender may have also paid other fees for the marketing and distribution of this mortgage. Please refer to the lender's offer letter for further details or contact them direct.

FussFreeMortgage.com operates on a fee basis as follows:

• Personal Clients:
  In certain circumstances we will charge clients an Initial Administration and Completion Fee. Any fees will be confirmed to you prior to any work being completed on your behalf.
  Should we find that we are unable to source your mortgage we will reimburse any fees charged to you in respect of work completed.
• Investment Clients:
  Initial Administration Fees and Completion Fees for clients creating a portfolio of investment properties will be confirmed prior to any work being completed on your behalf.
  Should we find that we are unable to source your mortgage we will reimburse any fees charged to you in respect of work completed.
  For both, Personal and Investment Clients ALL fees are discounted for subsequent repeat transactions.

Fees and associated costs:

We will provide you with a full explanation of all fees and associated costs with your proposed borrowing. These include any lenders' arrangement fees, valuation fees, legal costs, Mortgage Indemnity Insurance, early redemption fees, and insurance premiums.

The Data Protection Act:

We will treat all your personal information as private and confidential (even when you are no longer a customer), except where disclosure is made with your permission, or at your request or with your consent in relation to arranging your mortgage.

We confirm that under The Data Protection Act (DPA) 1998 you have a right of access to your personal records held on our computer or manual files.

Information supplied may be stored on computer records and/or in paper files to assist us in completing transactions on your behalf, used for statistical purposes and may be used for marketing purposes by us and other group companies. Details may be passed to our auditors or the FSA Compliance Board for the purpose of compliance.

Professional Indemnity Insurance:

We maintain professional indemnity insurance.

Complaints procedure:

You should address any complaint, in the first instance, in writing to our FSA Compliance Officer at Fussfree Mortgagess.

Mortgage offer:

Once the lender has accepted your mortgage application a formal offer will be made to you in writing. This mortgage offer will include your new mortgage balance, new monthly payments and all other relevant facts. The mortgage offer should be signed by you and returned to the lender direct. Fussfree Mortgage Services will contact you at this stage to confirm the accuracy of the mortgage offer and to discuss other areas such as arranging appropriate building and contents insurance.

If you have any questions on The FSA then please do not hesitate to contact us. For further information please continue by browsing through our menu of services, email us, call us on 01745 369689: