What you can expect from us as a responsible lender when applying for a mortgage

• Manual underwriting, allowing the Bank to discuss cases directly with you.
• Products designed to meet your customers’ needs.
• Clear information on the cost of borrowing, fees and charges and our terms and conditions.
• A robust assessment of the applicants’ ability to make regular payments and to repay the loan, based on current circumstances and allowing for any known or foreseeable changes.
• We use credit bureau information for all new lending to ensure a fair and consistent approach to decision making, underpinned by an underwriter assessment.
• Reasonable notice of interest rate and payment changes affecting applicants.
• Under strict controls we may share data with other lenders to improve the quality of our decisions, reduce the risk of customers becoming over-committed and prevent financial crime.
• Personal information is treated confidentially and in accordance with Data Protection legislation.
• Prompt and professional handling of any queries or complaints you may have.
• Considerate treatment in the event of financial difficulties or arrears.