Our Customer Support

We take a lot of pride in what we do and work hard to deliver what our customers need as quickly and efficiently as possible. Our service commitments to you are:

Honesty – Behaving with integrity

Communication – Keeping you informed every step of the way

Ownership – Taking responsibility

We want to hear from you, whether you have a suggestion that will help us make our service better, want to praise staff that have exceeded your expectations or if there is an issue you want to bring to our attention, please let us know either via the chat facility or email us at info@prospectmortgage.co.uk

Other aspects of support:

If you are suffering financial hardship

If you are struggling financially with the cost of living and specifically in meeting your mortgage or insurance premiums then please get in touch with us. We might be able to assess your situation to determine some options that could improve your situation. Alternatively, we might be able to guide you in contacting your existing mortgage lender direct to assess if they might have options for you to consider (such as payment holiday or change of repayment method)

We will endeavour to consider all of your circumstances into full consideration when advising or making any recommendation. You would be welcome to bring a relative or close friend if you feel that it would be helpful for you in supporting your decision making.

In exceptional circumstances (e.g. you are home-bound or have significant mobility difficulties) we can arrange for a home visit to speak with you.

Our Annual Review Process

Once a year we will arrange to get in touch with you via email to offer you a review of your existing financial arrangements (such as mortgage or insurance arrangements). We will undertake this review via an alternative contact method if preferred. This review is offered to you free of charge and in fact can be arranged at any point through the term of the products you have arranged with us. A meeting can be organised with an Adviser either on a face-to-face basis, via video conference (e.g. Zoom or MS Teams) or via telephone – whatever is most convenient to you.

If you need to claim on your protection or home insurance policy

Please feel free to get in touch if you feel that you need to claim on a policy that we have arranged for you. We can direct you to the appropriate contact details for the insurer and provide you guidance as to how best to proceed with your claim. Please note that we do not have any influence over the likely success of your claim and you can likely find all of the relevant details you require within the pages of your policy documentation.

If you want to cancel our business relationship

If you want to cancel your existing business relationship with us because you do not wish us to provide you with further financial advise please email us at info@prospectmortgage.co.uk Please note that our application fee is non-refundable if you withdraw from the application process.

If you need to make a complaint

We hope that we have done all that we can to resolve any query you might have regarding your mortgage or insurance arrangements. However, if you do wish to complain about our service, please click here for more information.