Treating Customers Fairly

AMA TAKES GREAT CARE IN TREATING OUR CUSTOMERS FAIRLY, WE DO THIS FROM THE VERY FIRST MEETING RIGHT UP TO THE TIME YOUR MORTGAGE STARTS.

FIRSTLY YOU WILL BE INVITED TO ATTEND ONE OF OUR OFFICES IN BOURNEMOUTH WHERE YOU WILL MEET YOUR MORTGAGE ADVISER, THE ADVISER WILL TAKE YOU THROUGH A SET OF QUESTIONS KNOWN AS A FACT FIND TO ESTABLISH YOUR PERSONAL DETAILS AND YOUR INDIVIDUAL REQUIREMENTS. THIS IS A NON OBLIGATORY APPOINTMENT AND YOUR DETAILS ARE OF COURSE COVERED BY THE DATA PROTECTION ACT. OUR TERMS OF BUSINESS WILL BE COVERED IN FULL AT THIS MEETING, SO YOU HAVE A GOOD UNDERSTANDING OF WHO WE ARE AND WHAT WE CAN DO FOR YOU AND THE COSTS INVOLVED IF YOU COMPLETE A MORTGAGE THROUGH US.

WE TRY TO MAKE IT OUR POLICY NOT TO CONDUCT ANY BUSINESS AT THIS APPOINTMENT AS IT IS DESIGNED TO ESTABLISH FACTS ONLY, UNLESS OF COURSE YOU INSTRUCT US IF THE MATTER IS URGENT. IF A FAST PROCESS IS NEEDED THEN WE CAN OF COURSE CATER FOR THIS AS WELL.

YOUR ADVISER WILL SOURCE YOUR MORTGAGE USING A BESPOKE MORTGAGE SYSTEM CALLED MORTGAGE BRAIN WHICH HAS ACCESS TO THE COMPLETE PANEL OF LENDERS THAT OUR NETWORK OFFERS WHICH GIVES US CHOICE FROM ACROSS THE WHOLE MARKET PLACE. THIS SYSTEM CATERS FOR ALL TYPES OF LENDING WHICH MAKES OUR FACT FINDING MEETING SO IMPORTANT.

IF YOU WISH TO PROCEED WITH THE RECOMMENDATION WE MAKE THEN A FURTHER APPOINTMENT WILL BE MADE WHEN YOU WILL COME TO SEE YOUR ADVISER AND HE WILL RUN THROUGH HIS RECOMMENDATION(S) AND YOU WILL BE ASKED TO CHECK THE FACTS WE HAVE COLLECTED ON YOU AND CHECK THE APPLICATION BEING COMPLETED FOR YOU.

EACH CASE IS ALLOCATED A CASE ADMINISTRATOR USUALLY YOUR ADVISER’S PERSONAL ASSISTANT WHOSE JOB IT IS TO SUBMIT THE LENDERS APPLICATION FORMS FOR YOU AND MONITOR YOUR CASE ON A DAILY BASIS. THEY WILL KEEP YOU AND ANY INTERESTED PARTIES YOU INSTRUCT US TO ON THE PROGRESS OF YOUR CASE. OF PARTICULAR INTEREST ARE THE DATE OF THE FULL UNDERWRITTEN DECISION, THE SURVEY DATE, UNDERWRITING REQUIREMENTS, OFFER DATE AND ANY SPECIAL REQUIREMENTS. THEIR AIM IS TO MAKE THE PROGRESS OF YOUR APPLICATION AS SMOOTH AS POSSIBLE FOR YOU.

WE NETWORK WITH MOST OF THE LENDERS AND EACH OTHER SO IF YOUR ADVISER OR CASE ADMINISTRATOR IS AWAY ANY BODY IN OUR OPFFICE SHOULD BE ABLE TO GIVE YOU AN UPDATE AND CHASE OUTSTANDING REQUIREMENTS. EACH NOTE ON OUR SYSTEM IS TIME AND DATE STAMPED TO GIVE YOU THE BEST SERVICE POSSIBLE.

WE WILL LIAISE WITH YOUR SOLICITORS FOR YOU AS WELL WHERE POSSIBLE.

ON COMPLETION OF THE CASE THE FEE THAT IS PAYABLE TO AMA SHOULD BE PAYABLE FROM THE COMPLETION FUNDS COLLECTED BY YOUR SOLICITOR AND INVOICE ON OUR NORMAL FEE AUTHORITY. IN SOME CIRCUMSTANCES THIS IS NOT POSSIBLE AND YOU HAVE 7 DAYS IN WHICH TO SETTLE YOUR FEE DIRECT WITH US, GIVING YOU TIME TO COLLECT YOUR THOUGHTS AFTER THE UPHEAVAL OF MOVING/REMORTGAGING.

IF YOU HAVE ASKED US TO ARRANGE MORTGAGE PROTECTION OR GENERAL INSURANCE THEN WE WILL ALSO KEEP YOU UP TO DATE AS TO THE REQUIREMENTS OF THE INSURANCE COMPANY THROUGHOUT THE UNDERWRITING PROCESS.

OF COURSE AS OUR CLIENT YOU CAN MAKE A MUTUALLY CONVENIENT APPOINTMENT WITH US AT ANY TIME TO DISCUSS FACE TO FACE YOUR CASE IN DETAIL OR ANY OTHER REASON FOR WHICH YOU THINK WE CAN HELP YOU FURTHER.

WE WILL AGREE ANY FUTURE CONTACT ARRANGEMENTS WITH YOU AFTER COMPLETION OF THE MORTGAGE.

WHEN ADVISING ON YOUR MORTGAGE WE HAVE AN OBLIGATION TO DISCUSS HOW YOU CAN PROTECT THAT MORTGAGE IN THE EVENT OF UNFORESEEN CIRCUMSTANCES SUCH AS: DEATH, CRITICAL ILLNESS, LONG TERM SICKNESS OR REDUNDANCY.

WE WILL ALWAYS PROVIDE THE MOST APPROPRIATE ADVICE FOR YOUR CIRCUMSTANCES AND IN THE UNLIKELY EVENT OF YOU NEEDING TO MAKE A COMPLAINT WE WILL DEAL WITH THIS PROMPTLY AND FAIRLY.

AMA TAKE TREATING THEIR CUSTOMERS FAIRLY VERY SERIOUSLY AND ANY IMPROVEMENTS YOU THINK THAT WE CAN MAKE TO OUR SYSTEMS AND SERVICE ARE APPRECIATED.