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Find out how we’ve maintained our customer service levels


Lisa Bryant - Head of Long Term Lending

Published 15.10.2020

It feels as though there’s hardly a single aspect of our lives that hasn’t been affected by COVID-19 in some way. One thing that hasn’t changed though is our unwavering commitment to providing you and your customers with the best service we possibly can.

From the outset, we promised we would continue to support brokers, and whilst some lenders temporarily turned off the lights, we adopted a defiant ‘lights on’ policy. We continued to work on pipeline cases submitted pre-COVID-19 based on the original criteria and supported our customers with payment holidays.

We’ve remained dedicated to doing things in an appropriate and timely manner and our mantra has stayed the same throughout the pandemic – we were here for you and your customers yesterday, we’re here for you today and we’ll be here for you tomorrow.

We quickly identified processes that needed to be adapted to fit the situation we all found ourselves in. We accepted uncertified copies of passports and driving licences on a temporary basis, provided they underwent some additional checks, and we quickly introduced desktop valuations and AVMs as substitutes for physical valuations.

To ensure you continue to get the support you’ve come to expect from us, we’ve kept brokers fully updated about how their cases are progressing via phone and email. This has helped us to maintain a 24 to 48 hour turnaround on all applications and documents received and offers issued.

We’ve also worked closely with our customers to extend mortgage offers, if they’ve been requested due to delays as a result of the pandemic, and have used their feedback to enhance our processes to simplify and assist in the end-to-end application and identify what additional training is required for our teams.

Despite the challenges we’ve faced, I’m proud to say that we’ve been able to maintain our reputation for first-class service. But don’t just take my word for it. Here’s a few emails we’ve received recently from satisfied brokers:

Mike Roberts from True Cost Mortgages wrote: “I submitted an application for a client on 29/09 and today I have received the offer, in the current climate that’s fantastic service so just wanted to say a big thank you to all at Precise!!!! Application to offer in 7 working days when other lenders are taking 3 weeks to even look at a case.”

Michael Colston from Absolute Financial Management was also happy with the speed of service: “This case has gone to offer very quickly based on most providers timescales at the moment, so well done Precise.”

Kate Furzer at Gaia Financial told us: “It’s been the easiest case I’ve had go through for weeks. Really picked up my confidence again that I didn’t have a battle on my hands.”

Lizzie Markham at Dynamo got in touch not once, but twice: “Just wanted to point this case out to you, we submitted on 21/08/2020 and 7 working days later we have had the mortgage offer – really impressed! What a dreamy case for Limited Company Buy to Let purchase!!”

“Also, another one offered today, submitted last Wednesday, Limited Company Buy to Let purchase – you guys are on fire!!”

And your customers have been equally positive with their comments. We’ve received some great feedback on Trustpilot praising the support they’ve experienced in recent months helping us maintain our ‘Excellent’ rating.

If you’d like to share your thoughts with us, please email [email protected].


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