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We're here to do things differently

For Intermediary use only

Existing customer? Click here.

 

We’re not like other lenders. We do things differently. From expert support with a human touch, to a simple process that’s transparent and fair, we make a difference every step of the way.

 

We bring a human touch


We know how much you value good customer service with a personal touch. That’s why we’ve increased the number of people in our support teams, to make sure you always get the best service possible. Whether you need a quick answer to a question or some help with your application, we’re here for you. Better still, we’ll answer your calls within 30 seconds.*

 

Just a few of the reasons brokers have voted us the No. 1 ‘Best Mortgage Desk team’^

 

^Voted Best Mortgage Desk team by brokers in the BDRC survey H2 2017.

 

We go the extra mile

 

Our BDMs and IAMs take the time to understand the pressures you face. That’s why we review DIP decisions, and look to find a way to say yes within our lending criteria, always keeping you informed. We’ve also put in place a dedicated team to review your applications. They’ll call you to go through your case and confirm the supporting information you need. It’s all about making sure your application goes through as smoothly as possible.

 

We're transparent and fair

 

We know how precious your time is, so we won’t waste it. If we can’t accept your case, we’ll let you know upfront, to avoid any delays. We’ll also give you 48 hours’ notice if there are any rate changes to any of our products.†

 

We're always listening to you

 

Our service is built around you and your needs. In fact, we continuously evolve our processes based on your feedback – which we ask for in real time. It’s why we’ve changed our Declaration Form process, and introduced new retention products like our Product Switch for brokers.

 

We care about your community

 

As part of The Co-operative Bank, we’re guided by the values and ethics laid down in our customer-led Ethical Policy. That means you can be certain how your mortgage is funded. It’s also what led us to go into partnership with Centrepoint, a charity that supports homeless young people. Every time you complete a mortgage with us, we make a donation to Centrepoint on your client’s behalf.

 

*Lending policy queries on pre-application option in January 2018 were answered within 30 seconds.

†Product rate changes only.

 

 


 

The information contained within this section is for use by mortgage intermediaries authorised by the FCA.

Information is not to be disclosed or given to the public or is intended as a consumer advertisement as it does not provide APRCs or APRC Representative Examples.

 

The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No. 121885). The Co-operative Bank, Platform, smile and Britannia are trading names of The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP. Registered in England and Wales No.990937. Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. subscribes to the Standards of Lending Practice which are monitored by the Lending Standards Board.

 

Calls to 0800 and 0808 numbers are free from landlines and mobiles. Calls to 03 numbers cost the same as calls to numbers starting with 01 and 02. Calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge. Calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Calls may be monitored or recorded for security and training purposes.

 

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Link to lending policy pdf