• Conducted on

  • Personnel


  • IDV

  • Recorded call statement

  • Permission to speak on behalf of spouse / partner

1. Introduction and Access

  • 1.1. Was it easy and straightforward for the customer to speak to the right person<br><br>How did you arrange to see MC?<br><br>Did you need to contact MC before the appt? If yes how easy was it for you to contact MC?

  • 1.2. The customer did not feel obliged or pressured to make an appt<br><br>What were you expecting from this meeting?<br><br>We're you looking for advice?

  • 1.3. The customer was clear on who they were being referred to and the reason why<br><br>We're you clear on whom you were being referred to?

  • 1.4. The customer was clear about what was required from them<br><br>We're you asked to bring anything to the meeting ie, budget planner, wage slips, mortgage or debt information?<br><br>If joint mortgage, were all parties encouraged to attend?<br><br>Did they attend?

  • 1.5. The customer was clear about timescales and happy that they were reasonable<br><br>Did you have to wait for an appointment and do you feel the timescales were reasonable?

2. Information Gathering

  • 2.1. Information was captured in sufficient detail and replayed accurately to the customer<br><br>Did you and MC agree at outset what the purpose of the meeting was?<br><br>What discussions took pace about future plans and aspirations. Income / working / family plans / retirement etc ?<br><br>Were there any particular features you were looking for from the mortgage? (Overpayments, cash back, borrow back, payment holidays)<br><br>What discussions took place around the different types of mortgage? ( fixed/ discounted/ tracker etc)<br><br>What discussion took place around the term of the mortgage deal?<br><br>What mortgage repayment options did you discuss? (All options must be discussed)<br><br>What discussion did you have concerning how much to borrow? (Debt consolidation can only be non advised)<br><br>What discussions took place about moving your old mortgage to your new home?<br><br><br><br>

  • 2.2. The customer understood what was being asked and why<br><br>At your first appt did MC know about your existing NW relationship?<br><br>During the application process were you asked for any personal details you would expect us to already know?

3. Advice and Recommendation

  • 3.1. The recommendation was suitable for the customer needs / NON ADVICE The customer was able to make an informed decision<br><br>Did MC recommendations meet your requirement of X ? <br>IF NON ADVISED. Did you feel you were given enough information to decide whether the mortgage was right for you?<br><br>Why did you decide to take a product with / without a fee? <br>Why did you decide to add fees / pay fees upfront?

4. Communication and Completing The Sale

  • 4.1. The customer specific documentation accurately reflected what was discussed during the meeting<br><br>Did all the documentation you received adequately reflect the discussions you had with MC during the meeting?<br>NON ADVISED: Did you receive a KFI and did it accurately reflect the mortgage you had chosen?<br>

  • 4.2. The customer understood all documentation and product literature received<br><br>Did you have any questions about the products recommended by MC, if yes were they answered clearly?<br>Were the documents you have received from NW clear?<br><br>NON ADVISED: did you have any questions about the products?, if yes were they answered clearly?<br>Did you receive the DPA statement, CIDD and declaration from NW and were these clear?

  • 4.3. The recommendation was clearly explained to the customer in the context of their own circumstances<br><br>See 4.1

  • 4.4. Relevant disclosures were made to the customer and understood<br><br>Did the MC make you aware of:<br>What would happen if the property fell through?<br>Charges including ERC?<br>Any T&C relating to features and benefits eg overpayment limits etc?<br>The customers inability to return to the BMR<br>Next steps eg offer letter etc<br>Who to contact if the customer has any queries pre completion?

  • 4.5. Information provided enabled the customer to have a clear understanding about how the products they've purchased works<br><br>See 4.2<br>Has the customer shown a level of understanding?

  • 4.6. Information provided enabled the customer to have a clear understanding about any limitations of the product<br><br>

  • 4.7. Information provided enabled the customer to have a clear understanding about how the product will perform in the future <br><br>We're you comfortable making a decision to proceed at this meeting?<br><br>Having been through the mortgage service was it as you expected?

5. Timeliness , conclusion and next steps

  • 5.1. All communications including relevant disclosures were provided in a timely way<br><br>Did you feel that the MC and NW kept you informed and updated during the last X<br><br>Did you have any questions or issues during this time and if so were they addressed quickly?

  • 5.2. Matters were concluded in a timely manner<br><br>See 5.1

  • 5.3. Unavoidable delayed were explained

  • 5.4. Where an unfair delay has occurred and the customer has suffered a loss, they have been subject to fair remediation

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