Mortgage Excellence Plc is an independent Mortgage Broker which can mortgage from the whole market.

You will not receive advice or recommendations from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

Broker Fees - You have a choice in this area

1) There is no Broker Fee for our service as in this case we will receive an introduction fee from the lender you choose. You are not liable for this fee at any time. The fee we receive from the Lender will be declared to you at the beginning of the Mortgage Process.

2) You can choose to pay £2,000 in advance for our administration work - and receive in full the Introduction fee paid by the Lender. The Lender Fee will be advised to you prior to Application.

If we charge you a fee and your mortgage does not go ahead, you will receive:

a) A full refund (if the lender rejects your application)
b) A refund of £1900 (if the purchase falls through)
c) No refund (if you decide not to take out a mortgage)

Your decision here may well depend upon the level of fee that the Lender pays, and whether you want to pay fees in advance of the transaction being completed.

You do not have to decide until you are in receipt of all the facts. Most clients tend to choose option 1 and we will assume that this is the case unless you tell us otherwise.

STATUS DISCLOSURE & ACCESS TO THE MARKET

In some circumstances, Mortgage Excellence Plc also packages mortgages on behalf of the lender. This usually involves us applying for credit references, income verification and valuation reports before submitting the fully packaged application to the lender for final assessment. We will confirm to you in writing where this applies.

Mortgage Excellence plc will act on your behalf and not as an agent for the lender.

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Mortgage Excellence plc make no charge for its Mortgage services unless cases are complex, where we may charge an administration / professional fee for arranging your mortgage.

Any fees that are payable by the borrower in relation to the arrangement of the mortgage advance (whether to us or the Lender) will be notified both verbally and in writing before any commitment is made.We may receive fees from lenders with whom we place mortgages in return for the work we do. Where this occurs we will tell you the amount.

Where Mortgage Excellence plc also package the case on behalf of the lender, we will normally receive an additional or enhanced fee from the lender. In these circumstances, we will notify you in writing and tell you the amount that we will receive.

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If you have a problem we are here to listen and to ACT. First class service is what you expect and what we aim to provide. We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. When this happens we want to hear about it so we can put things right.

We promise to:

•  Fully investigate your complaint
•  Keep you fully informed of progress
•  So everything possible to resolve your complaint
•  Learn from OUR mistakes
•  Use the information from complaints to continuously improve    OUR service

Stage 1

We aim to resolve your concerns within 24 hours. It is our experience that most difficulties can be resolved at this stage.

Stage 2

If this is not possible, we promise to acknowledge your complaint within 5 business days of receipt. In the unlikely event that your complaint has not been resolved within 4 weeks of its receipt, we will write and let you know the reason why and the further action we will take.

Stage 3

If you are not happy with the response and the course of action proposed you can progress your complaint to Andy Cattell. A separate investigation will then be carried out and the company's final response will be sent to you within 8 weeks of your original complaint.

Andy Cattell can be contacted at:

Telephone: 020 8420 8411

Write: Mortgage Excellence Plc, Buckingham House (West), The Broadway, Stanmore, Middlesex HA7 4EB

Fax: 020 8420 8499

E-mail: acattell@mexplc.biz

If you are still not happy

If you are still not satisfied after the review, you can refer your complaint to the Financial Ombudsman Service.

Mortgage Excellence Plc fully supports and is a member of the Financial Ombudsman Services.

The Financial Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services.

They can be contacted at:

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

Telephone: 0845 080 1800

Email: enquiries@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

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We will treat all your personal information as private and confidential (even when you are no longer a customer) except where law permits us or where the disclosure is made at your request or with your consent in relation to arranging your mortgage.

The information provided by you will be processed for customer and Mortgage Account administration, market research and statistical purposes. It may also be used for credit assessment and fraud prevention purposes. The lender, the Lenders group and associated companies, Mortgage Excellence plc and any other data controllers or Data Processor who assists the lender may perform this processing.

The lender may also use information provided by you, it's parent company, subsidiaries or associated companies, to provide you with details of other products or services which these companies may consider to be relevant to you. If you would prefer not to receive this information please let us know in writing.

Information held by us may be shared with any other associated company. This is to help us to develop and maintain an up to date picture of you as an individual, which we and other associated companies can use to keep you informed about other products and services (including those supplied by third parties) which we or they think might interest you. Please tell us if you prefer not to receive information about other products or services.

As part of The Financial Service Authority's duties we may be asked to provide them with access to our customer records in order that they may carry out an audit of our activities. The Financial Services Authority's ability to inspect customer records promotes best practice in our industry and ensures that you continue to receive the best possible service from us. If we disclose your personal information to The Financial Services Authority then it has agreed with us that it will only use it for the purpose of compliance with the FSA and not for any other reason.

If your personal information has been passed to us by another agent or introducer, this is on the express understanding that your prior consent has been obtained. If you have not given your consent then please contact us immediately.

Mortgage Excellence plc will NOT pass your details to a credit reference agency without your prior consent. There are circumstances, however, when your lender may pass your details on. These are as follows:

• You have fallen behind with you payments; and
  
• The amount owed is not in dispute; and
  
• You have not made proposals satisfactory to them for repayment of your debt following formal demand; and
  
• You have been given 28 days notice of their intention to disclose.

If the lender intends to take possession of your property, they will tell you that this information may be disclosed to credit reference agencies and that your name may be passed to other lenders by being placed on the CML possessions register.

Please Note:Under the Data Protection Act you are entitled to a copy of your personal data held by us on payment of a fee.