Key Facts about our Mortgage Services

Frequently Asked Questions Index

1. Whose mortgages do we offer?
2. What service will we provide you with?
3. Will I have to pay for this service?
4. Who regulates us?
5. What to do when we don’t get it right
6. Am I covered by the Financial Services Compensation Scheme (FSCS)?

Whose mortgages do we offer?

We offer our own range of mortgages for first time buyers, those looking to switch their mortgage or invest in buy to let.

 

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What service will we provide you with?

We understand that everyone has different needs and lifestyles, so when you want to make an application for a mortgage, we’ll provide you with a choice of ways.

‘I’m happy choosing a mortgage without advice.’

Online - ideal if you’re confident with the mortgage process, and would prefer to select a mortgage yourself. Our online mortgage service makes finding a mortgage that matches your needs and personal circumstances simple.

We’ve even provided you with a range of tools and guides to give you the information that you’ll need to make an informed choice. And best of all, our online service is available 24 hours a day. So you can choose your mortgage from the comfort of your own armchair.

The form is simple to fill out, and you can complete it at your leisure. So even if you have to pop out to work, go shopping or house hunting, you can save it and finish it off from where you left off.

Before you start the online process, we recommend that you read our 'Key Facts about our mortgage services'. It’s important that you’re fully aware of the service that we offer, your legal rights and how we are regulated. You’ll need to print or download this document so that you’ve got all of the information to hand.

When you're ready to start the process, you’ll be taken through all of the necessary sections, step by step.

‘I’d prefer some specialist advice’.

Give us a call – perhaps you’d like to talk to someone. Our specialist mortgage advisers can assess your own unique needs and requirements and talk to you about all the available options. Once we fully understand your situation, our advisers can help you sort out that mortgage you need.

Our mortgage advisers can be called on 0800 11 33 33 Monday - Friday (8am to 8pm) and on Saturdays (9am to 5pm).

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Will I have to pay for this service?

You won’t be charged a fee for using our mortgage advice service.

If you decide to take out a Bradford & Bingley mortgage, we’ll provide you with a document called a ‘Key Facts Illustration’. This outlines everything that you need to know before you take the plunge and sign on the dotted line.

It will give you a full breakdown of the interest rate of your mortgage and the full cost of the mortgage repayments over the term that you have chosen. It will also highlight any other costs, such as Product fees and upfront fees that you will have to pay if you decide to go ahead.

So you’ll have everything in black and white, and all the facts and figures to hand.

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Who regulates us?

Good question. After all, you want to make sure that you’ve got all the angles covered when you’re about to make such a big purchase. So here goes:

Bradford & Bingley is authorised and regulated by the Financial Services Authority (FSA). The FSA is the independent watchdog that regulates financial services, and ensures that we operate in a clear and fair way with all of our customers.

Bradford & Bingley is the trading name of Bradford & Bingley PLC, PO Box 88, Croft Road, Crossflatts, Bingley, West Yorkshire, BD16 2UA and is authorised and regulated by the Financial Services Authority.

Our FSA register number is 106126.Our permitted business is arranging, advising, administering and lending mortgages.

You can check this on the FSA's Register by visiting the FSA's website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.

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What to do when we don’t get it right

If you are reading this then we obviously didn’t get it right and we apologise for that. We always aim to provide excellent customer service and when that doesn't happen we want to know why.

Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this. We have a formal complaints procedure, which is outlined below:

Please either:

• Discuss your concerns, either in person or over the telephone, with staff at your local Branch, Agency or at any of our Operational sites, or

• Write to us or

• Email us at complaints@bbg.co.uk or

• Visit our website: http://www.bradfordandbingley.co.uk/

We will acknowledge your communication by close of business the following day and provide you with a contact name and expected date of reply.

We want to resolve your complaint as quickly as possible. To help us to do this, please provide all relevant information to support your case. For example:

• All relevant correspondence including account statements
• Name of branch and staff member
• Account details

Information should be sent either to our registered office addressed to Customer Relations, or handed in at your local branch.

If, for whatever reason, you do not accept our decision, you can then refer your case to the Ombudsman.

Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall,
London E14 9SR.

Tel No: 0845 080 1800

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Am I covered by the Financial Services Compensation Scheme (FSCS)?

Bradford & Bingley are covered by the Financial Services Compensation Scheme (FSCS).

You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Mortgage advising and arranging is covered for 100% of the first £30,000 and 90% of the next £20,000 so the maximum compensation is £48,000.

Further information about compensation scheme arrangements is available from the FSCS.

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