London Mortgage Advice Ltd is committed to treating you in accordance with the requirement of Consumer Duty and we recognize that we have a duty both you and to our regulator, the FCA, to obtain a good outcome for you in our dealings with you.

We would hope that you will measure our success in providing you with our services against these criteria and that this will encourage you to return to us in the future and perhaps refer us on to other people you may know.

Under this Consumer Duty, we are required to:

• • act in the best interests of our customers and prioritize their needs over our own interests.

• • ensure our communications with our customers are clear, fair and not misleading.

• • deliver products and services that meet the needs of our customers and deliver fair outcomes.

• • Protect the interests of our customers at each stage of the product life cycle, from promotion right through to after sales service

• • Meet as best we can the unique needs of each customer by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement

• • In practical terms for the different areas of our business this means: ensuring that promotional material is clear, compliant, jargon free and appropriately targeted

• • Ensuring that we have thorough knowledge on all products we advise on or sell, understand who they are and aren’t suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features

• • Operating sales remuneration systems which assure fairness to the customer as well as customer satisfaction, rather than only rewarding sales volumes

• • Keeping detailed records of customer instructions and profile/attitude to risk, and of the advice and options given before, during and after a sale – to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly

• • Encouraging after sales contact with clients where appropriate to correct or improve on the service already offered ensuring that customer complaints are assessed fairly, promptly and impartially, and in line with FCA deadlines.

• • Ensuring that we are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers.

• • Keeping abreast of new developments in the principle of Consumer Duty.

• • Regularly monitoring and reporting on all of the above Consumer Duty activities as part of the company’s monthly statistics/MI, in order to assess Consumer Duty performance across the business and recommend changes where appropriate.