Aldemore mortgages

How we look after our customers

We are committed to ensuring all customers have a positive experience during their relationship with us.

We recognise that fair treatment of our customers is about adding value to the service we offer by aiming to:

• protect the interests of customers throughout the lifetime of their mortgage with us
• meet as best we can the unique needs of each customer by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement

In practical terms for the different areas of our business this means:

• Developing and marketing products based on a clear understanding of the likely needs and financial capability of each group of customers
• Providing clear, fair and not misleading communications at all times
• Making charges transparent
• Being clear to customers about what Aldermore, our products and services offer
• Identifying common underlying causes of complaints and taking action to improve our products, processes and services
• Monitoring and responding appropriately to changes in market conditions that may impact new and existing customers
• Investing time in the ongoing development and training of all staff to ensure continuing excellent customer service