Our pledges are dedicated to you.
We're proud that they've set the benchmark over the past 10 years and we're even prouder that, in our opinion, they're still number one.
In 2007, we were the 1st lender to make promises to brokers – our 4 pledges demonstrate our clear commitment to you. We've stood by our pledges for the past 10 years and we've put you 1st in everything we do. This year marks the 10th anniversary of our pledges and we think it's a brilliant reason to celebrate. We'd love you to be a part of our 10 year celebration – watch out for more news coming your way.
You can feel frustrated when a product is suddenly withdrawn but, with our product updates, that’s something you’ll never have to worry about. We’ll give you 48 hours’ notice of product withdrawals by email, before we make any changes.
You can view our daily service levels online (based on a working week, Monday to Friday 9am-6pm) including our average offer turnaround (where no applications are excluded), AIP referral, document processing, call-waiting and valuation instruction times.
We respect that your customers are your customers – not ours. We won’t cross-sell insurance to your clients. At maturity, we’ll simply direct them back to where their journey with us began – and that’s you.
We don’t think it’s fair to offer direct customers preferential treatment. So we’ll give your clients, whether new or existing, the same products at the same rates and with the same service as our direct customers. And your clients have the same access to our new business products as our direct customers do.