We've been awarded 5 stars again

Another 5 star service year

Building relationships, listening to feedback, refining products and delivering professional, efficient service – the key elements that help create successful partnerships.

That’s why the Financial Adviser Service Awards are so important as they are a recognised benchmark for service standards within the industry and highlights the importance of high quality service between mortgage lenders and their intermediary partners.

Achieving the 5 star award two years in a row is tremendously pleasing for all involved.

A big thank you therefore to all of you who think our service is second to none and, importantly, took the time to give your feedback and vote.

Making things better

It’s been an incredibly busy and productive year, with many changes introduced to help boost service levels, including:

• The introduction of our new broker portal offering a number of enhancements to the application process.
• Improved product offering enabling you to support more of your clients through our Help to Buy Purchase range as well as offering additional borrowing and term changes when applying for a product switch.
• Enhanced underwriting policy to ensure we provide greater flexibility for situations where cases can be considered on their individual merits.
• Consistently assessing and initially underwriting new mortgage applications and instructing valuations within 24 hours.
• Continuing to offer a period of five working days for intermediaries to submit a full mortgage application, where a product withdrawal occurs after a decision in principle has been agreed.

We will continue to listen and respond and, as always, continue to enhance our proposition.

the West Brom for intermediaries team