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Why telling us everything about your customer’s case can speed up their application


Luke - Telephony

Published 05.09.2018

As a specialist lender, we know that not every application is straightforward. We’re used to dealing with complex cases, but it really helps us if you tell us everything you know about your customer from the very start.

If there’s something you think we should know about, you can let us know by completing our Additional Information Form. Using the form and telling us your customer’s background helps us assess a case quickly and makes the process so much easier. You can download a copy of the form by clicking here.

Let me give you an example of a delay on a case which could have been avoided if we’d been given some important background information from the beginning. I was about to go through to completion and had called the customer to ask if they’d read through the offer details – they told me they couldn’t as they were visually impaired. Although I was able to send out a Braille version of the document, it took time to organise a translation, which caused an unnecessary, and frustrating, delay.

I’ve included some examples of information brokers have provided us with in the past that has helped us to process their case without having to go back to them to ask any more questions. It’s by no means a definitive list. Every case is different so the sort of questions you’ll need to ask will differ, but it gives you an idea of the sort of additional information we find useful if your case is a little more complex than normal.

  • Transfer from personal to limited company ownership – the reason for the transfer
  • Transaction type - downsizing/sale undervalue/family purchase
  • Bank statements - details of any anomalies or unusual transactions
  • Debt consolidation - details of all loans to be repaid or that will remain following completion

If you’re still unsure and have a question, please give the Telephony support team a call on 0800 116 4385.


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