TREATING CUSTOMERS FAIRLY.
Are you already a client?Please fill out our customer satisfaction form.
Remember to give us full information:
We need to know all your financial commitments so we can work out what you can afford.
If you need a mortgage on which you only pay the interest (an“interest-only” mortgage), we need you to tell us how you plan to repay the balance.
If you are not giving us proof of your income, we need you to be accurate and realistic when you tell us how much you earn.
Our aims
We want to make it absolutely clear what we are offering.
For example, the conditions of the business, including rates, charges, likely timescales and so on.
We want to deliver what we say we will deliver.
We want you to get exactly what you are expecting without surprises.
We want to sort out any problems that may arise along the way.
If anything goes wrong, we want you to feel confident that we will do every thing we can to put it right.
We want to be fair and not take advantage.
We do not expect you to be an expert on mortgage or insurance products. We will make sure you understand the product before you buy it.
Our duties to you
We will only recommend products which most closely fit your needs.
We will not recommend products based on how much money they will make us, but on how suitable they are for you.
We will only recommend products which you can afford.
We will not sell you a product if we do not think you can realistically keep up with the payments.
We will make it easy for you to complain if you are not happy.
We encourage all customers to give us feedback, whether it is good or bad. We want to be the best we possibly can be and can only improve if you tell us when we get it wrong.
COMPLAINTS.
Our commitment to you
At Neville Richards each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.
Neville Richards Financial Services Ltd. Complaints Procedure.
In writing: Write to Compliance Department, Intrinsic Mortgage Planning Ltd, Wakefield House, Aspect Park, Pipers Way, Swindon, SN3 1SA. By phone: Telephone 01793 647400.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR.
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.
Address: St John's House 54 St John's Square London, EC1V 4JL.
Telephone: 08448845407.
Fax: 08717335102.
Please read our Privacy Statement before completing any enquiry form or before sending an email to us. The guidance and/or advice contained within this website is subject to the UK regulatory regime, and is therefore targeted at consumers based in the UK.
THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE. The FSA do not regulate some types of buy to let, commercial, overseas mortgages, and credit or loans not secured on property. Calls may be monitored and recorded for training / compliance purposes.
Neville Richards Financial Services Ltd is an appointed Representative of Intrinsic Mortgage Planning Ltd which is authorised and Regulated by the Financial Services Authority. Intrinsic Mortgage Planning Limited is entered on the FSA register (http://fsa.gov.uk/register/) under reference 440718.