Customer Charter

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We are committed to offering you the best possible mortgage advice and service. We always look to deliver mortgage advice that is in tune with your requirements and needs, and that has your best financial interests at the heart of it.

We seek to build long-term relationships with you, based on our core principles of integrity, expertise and value. This is at the heart of a reputable mortgage broker, that will always put you first. This customer charter is our commitment to you.

We will:

• Act in your best interest
• Provide you with clear information about the products and service we offer, including fees and charges if applicable
• Ascertain your financial circumstances, needs, and preferences before making a mortgage or protection recommendation
• Only recommend a suitable course of action that you can afford
• Explain the risks and impact of the advice we give you in a way you will understand
• Encourage you to ask if there is something you do not understand

To help us give you the most appropriate mortgage and protection advice, we ask you to:

• Be honest about your personal and financial circumstances, needs, preferences and objectives
• Keep us informed of any change in your financial circumstances
• Inform us before you act on our mortgage advice if you do not understand the risks and potential impact on your future finances
• Always let us know if you don’t understand our recommendations
• Tell us how we can improve our customer service

If you have a complaint about your adviser, or any financial advice you have received from your adviser, please contact us:

In writing:

TenetLime Limited

5 Lister Hill, Horsforth

Leeds, LS18 5AZ

e-mail: complaints@tenetgroup.co.uk

telephone: 0113 2390011

We will be happy to provide you with a summary of the internal procedures for handling complaints, this is available without charge upon request.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (e.g. if we arranged insurance or a regulated mortgage product).

The Financial Ombudsman Service can be contacted as follows: 

The Financial Ombudsman Service, Exchange Tower. London E14 9SR

Telephone: 0300 1239123

Email: complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk

Please note that by clicking on the link above you will leave Your Mortgage Experts' website.  Your Mortgage Experts has no control or responsibility for the pages you are about to access, or to where any subsequent links may take you. 

You should note that if your Buy-to-Let Mortgage is not regulated by the FCA, you will NOT be entitled to refer the complaint to the Financial Ombudsman Service.