Customer service

Customer service

Everyone at Commercial Trust believes that success will be driven by building lasting relationships with clients. For this reason, a strong emphasis is placed on delivering world-class customer service and completely unbiased advice.

Having a telephone based service means Commercial Trust can serve the entire UK. This means that, unlike high street lenders, clients do not need to make an appointment to talk to advisors.

The broker service, step-by-step

As a client of Commercial Trust Limited you should expect excellent customer service. The broker service has been devised to make the process of investment effortless for clients.

  1. Each client works with a dedicated, specialist advisor. The first step is a call from an advisor to establish a client’s needs and how that fits into their ongoing plans.
  2. The advisor will use all the information provided to identify a deal, amongst over 80 lenders from across the UK marketplace, which offers the best possible solution.
  3. An Account Manager is then introduced to the client. They will provide the highest level of support and service through to the completion of the deal.

The advisor and account manager team are the client’s personal points of contact throughout the process. This ensures a seamless and consistent experience throughout.

All clients are kept informed daily, as appropriate, so that they are always up to date on progress and fully informed as to next steps.

Information needed for an application

To make an appropriate recommendation that meets a client’s needs, priorities and circumstances, an advisor will ask a number of questions.

Some cover facts needed to make an application, others are to establish what is most important to the client when seeking a product to fulfil their brief.

The following list outlines an initial list of the types of information an advisor will need to complete an application:

  • Contact details and address history
  • Current income
  • Assets and liabilities (especially existing properties)
  • Lending needs
  • Credit history
  • Employment status
  • Deposit (as applicable)

Market analysis and product recommendations

Having identified the details of a client brief, the next job is for the advisor to go to the marketplace to find which lender’s criteria and product is the best fit.

On many occasions, clients approach Commercial Trust Limited having been turned down by a lender, for various reasons. This is where specialist knowledge comes in. It is how Commercial Trust Limited may be able to help, where others haven’t.

Once a client has been presented with a product recommendation and wishes to proceed, the Advisor will start the application process with the lender. All details are confirmed in writing. Any documents required by the lender will be requested.

At this point the case is passed to the Account Management team, to drive it through to completion.

How are fast turnaround times achieved?

Clients have the ability to affect how quickly their case is processed. First of all, the accuracy of the information given to the advisor will directly impact the accuracy of their product recommendation and therefore the ability to proceed with an application.

Be clear on the facts. Accuracy on everything from the value of the property, through to a client’s credit history, is vital.

From the brokerage side, the role of the account management team is key to successful and timely completion. It will be this team who liaise with clients to gather supporting documents, chase up third parties and generally administer the case through to completion.

It is both part of Commercial Trust’s commitment to our clients and an essential function of the business, to ensure the timeliness of your completion.

How are fast turnaround times achieved?

Clients have the ability to affect how quickly their case is processed. First of all, the accuracy of the information given to the advisor will directly impact the accuracy of their product recommendation and therefore the ability to proceed with an application.

Be clear on the facts. Accuracy on everything from the value of the property, through to a client’s credit history, is vital.

From the brokerage side, the role of the account management team is key to successful and timely completion. It will be this team who liaise with clients to gather supporting documents, chase up third parties and generally administer the case through to completion.

It is both part of Commercial Trust’s commitment to our clients and an essential function of the business, to ensure the timeliness of your completion.

Reviews

Commercial Trust Limited has built its business based on strongly held values of integrity and transparency, with the aim of building a lifetime relationship with clients. To do this the company aims to deliver solutions and a service which not just meets, but exceeds expectation.

Read reviews from Commercial Trust Limited clients.

The fee

At Commercial Trust Limited the team takes every step necessary to deliver a world-class service. Clients can be confident that the research, due diligence, administration, coordination and dedication put into each case is second to none.

The company and its staff invests as much time as necessary, with each client, to achieve the best possible experience along the steps to completion.

The brokerage receives a payment from lenders who complete a deal with a client. These funds cover the cost of the work done, for the lender, during the processing of a case.

A client fee is also charged. This pays for the extensive work undertaken to investigate, identify and complete a deal for that person.

Charging a fee enables Commercial Trust Limited to be entirely focussed on their clients. There is no bias towards higher paying lenders. A recommendation does not constitute a brief outline of the top 3 rates a client may be eligible for.

Commercial Trust Limited invests the time required to consider every possible route to a solution. Selected from those options is one product that closely answers the brief set – the range of present and future requirements from the client that must be satisfied.

Managing property can be hard work, but securing finance can be effortless, with our help.

Keyfacts about the Commercial Trust Limited broker service

The details below are for the consideration of consumers considering securing certain financial products. This information can be used to decide whether the service offered by Commercial Trust Limited suits the needs of a client.

Whose products are offered by Commercial Trust Limited?

We offer a comprehensive range of mortgages from across the market, but not deals that you can only obtain by going direct to a lender.

We only offer mortgages from a limited number of lenders, ask us for a list of the lenders we offer mortgages from.

We only offer mortgages from a single lender.

Which service does Commercial Trust Limited offer its clients?

We will advise and make a recommendation for you after we have assessed your needs.
You will not receive advice or a recommendation 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.

What will clients have to pay Commercial Trust Limited for their service?

For a buy-to-let mortgage, a total fee of up to £1,198 of which up to £399 is payable on submission of your application and up to £899 is payable on completion of the mortgage.
Both of these fees are non-refundable.
For a commercial/bridging mortgage, a booking fee of £499 is payable on submission of your application and a fee of up to 1% of the loan amount is payable on completion of the mortgage (subject to a minimum of £999).
Both of these fees are non-refundable.
For a second charge mortgage, a booking fee of up to £499 is payable on submission of your application and a fee of up to 4% of the loan amount is payable on completion of the mortgage (subject to a minimum of £1,499 and a maximum of £5,000)
Both of these fees are non-refundable.
No fee, we will be paid commission from the lender.


A product recommendation will be accompanied by a key facts illustration, outlining the details of it and of the associated fees.

Treating Customers Fairly

Commercial Trust is committed to treating all customers fairly. All marketing and advertising is clear, fair and not misleading. All customer data is kept secure at all times, and sensitive data is encrypted if transferred to, or from, third parties.

Commercial Trust lends responsibly, ensuring customers receive recommendations on mortgages and other products that are suitable and affordable to them. Any complaints are handled impartially and on their own merits.

Policy for treating customers fairly

Commercial Trust is committed to the principles of TCF. Customers need to feel confident that we see the fair treatment of customers as central to our culture and to the long-term success of our business.

We have translated this commitment into a series of themes, which underpin our operating model, systems and processes. The themes have been designed around the 'Customer Journey'.

Product design and governance

As a distributor of mortgages and non-investment insurance contracts, we have a responsibility to ensure that we work in conjunction with lenders and providers to offer products that focus on the needs and circumstances of the end consumer.

The design of products extends beyond the product itself to encompass the sales delivery method/distribution channel and more pertinently, the clarity and fairness of the supporting documentation. When assessing TCF in product design we consider the inherent risks and complexity of each product distributed.

Marketing and financial promotions

A central part of our approach to TCF is that all marketing materials/activities are clear, fair and not misleading. The fair treatment of customers is paramount throughout the whole sales process, ensuring the potential for misleading customers is eliminated.

We commit to ensuring that:

  • We understand the expectation our marketing material sets in the minds of the customer
  • We meet the expectation our marketing material sets in the minds of the customer
  • We target known/understood customer groups with marketing that is appropriate for each audience
  • We promote and reflect fair lending
  • All marketing material, including advertising, mailshots and website material, is approved before issue.

Client communication

We aim to provide all communications with customers, whether oral or written, in a manner that is clear, fair and not misleading.

To this end, we are committed to: 

  • Informing customers of their rights and obligations
  • Demonstrating appropriate timeliness in its dealings with customers and clearly informing them of applicable timeframes
  • Obtaining sufficient information in order to understand our customers' needs
  • Managing conflicts of interest, with a clear demonstration of impartiality
  • Providing consistency for all customers in our business dealings
  • Acting to the highest ethical standards at all times
  • Acting with integrity
  • Demonstrating a high level of flexibility in all customer dealings
  • Providing information in 'Plain English' and minimising the use of industry jargon in both written and oral communications
  • Measuring, maintaining and enhancing the commitment to fairness and demonstrating accountability in our actions

Staff remuneration

All our staff are salaried.

Some employees are partly rewarded on performance; where rewards are available to staff these are based on both results and behaviour (including full alignment with TCF). This is in line with the predominance of financial services organisations.

Commercial Trust does not reward any specific bias towards a certain lender or product.

Training policy

A comprehensive Training and Competence programme is in force encompassing staff at all levels, including key senior management.

The on-going delivery of training and development ensures staff possess the necessary knowledge and skills to provide a service level that meets and surpasses the customer's expectations.

All staff are subject to initial training and are then managed to ensure they maintain levels of competence. In addition, each employee has a personal development plan, tailored to their individual needs.

A skills gap analysis is performed on key personnel to ensure that the required skills and knowledge are maintained, or provided for, at all times.

We are committed to supporting all staff in their career development.

Management information (MI)

We have comprehensive MI in place to monitor performance of each of our businesses.

Dedicated TCF MI is produced and reviewed on a monthly basis.

The TCF MI is not just numbers, it includes commentary and opinions to help provide a comprehensive and balanced view on each business.

Business relationships

We maintain strong relationships with our lender panel, working closely to ensure product ranges meet the needs of our customers.

Strategic change

We consider how the treatment of customers may be affected after any strategic change and we have a robust check and challenge procedure in place to sign off any operational strategic change.

Data protection

A comprehensive data security policy has been established to ensure customer data is secure at all times. This means that any customer data that is transferred to third parties, is encrypted. We require the same of any partners transferring customer data to us.

No customer data is stored on the hard drives of laptops. All PCs are configured to prevent the uploading of unlicensed software, and USB ports are disabled so that memory sticks and other such devices cannot be used.

All telephone calls with customers are recorded automatically and are retrievable only with the permission of designated individuals. No member of staff is permitted to use mobile phones to communicate with customers.

If there are any aspects of our advice, products or service which you feel fall short of these commitments please let us know at TCF@CommercialTrust.co.uk

Complaints

We welcome constructive criticism from clients, which can be discussed with the team dedicated to your case, and we hope that everything runs smoothly for you.

However, if you have cause to complain, our process (which is based on guidelines laid out by the Financial Conduct Authority) is outlined below.

Aim

We are committed to providing market-leading customer service to our clients. If for any reason a client is dissatisfied with our service, we wish to ensure that they are given the opportunity to voice their dissatisfaction and have access to a procedure that ensures:

  • Their concerns and views are recognised
  • When mistakes are made, the Company endeavours to put matters right as quickly and fairly as possible
  • The Company learns from mistakes and does not repeat them

How to register a complaint with Commercial Trust Limited?

Via telephone or email: Anyone wishing to raise a complaint can do so by contacting their advisor, either via their email address or direct line telephone number.

They, in turn, will be able to refer you to their manager.

In writing: Alternatively, you can raise a complaint with the Head of Compliance in writing at:

Commercial Trust Limited, Norfolk Tower, 48-52 Surrey Street, Norwich NR1 3PA

Any individual who is the subject of a complaint will under no circumstances be involved in dealing with the resolution of it.

Complaint resolution

It is our aim to resolve complaints within three working days of receipt, however where further investigation is required, we may need longer to handle your case. 

Any individual who is the subject of a complaint will under no circumstances be involved in dealing with the resolution of it.

Timescales

The timescales summarised below are in accordance with those stipulated by the Financial Conduct Authority:

1. Initial complaint
2. Settle within 3 working days (if possible)

We aim to resolve complaints within 3 working days of receipt. However, if significant investigation is required it is likely that more time will be required. If not resolved within 3 working days we will:

3. Issue a complaint acknowledgment letter within 5 working days
4. Undertake full and independent investigation of the complaint within 8 weeks
5. Issue Final Response letter to client

What happens once I have lodged a complaint?

In the first instance the relevant manager (subject to that person not being the subject of a complaint) with whom your complaint is raised will be responsible for achieving its resolution. If this is not possible, your complaint will be escalated to the Head of Compliance who will conduct an independent investigation. Where a discussion with a third party is necessary during our investigations your written authority will be sought, prior to any of your personal data being shared.

If we do not resolve your complaint within 3 working days of receiving it you will be issued with a letter of acknowledgement which will confirm the name, address and telephone number of the person investigating. This will be sent within 5 working days of your complaint being received.

We are permitted up to a maximum of 8 weeks to investigate a complaint. You can expect to receive a final response as soon as our investigation has been concluded.

Do you keep records of complaints?

All complaints are recorded and kept with full records of related correspondence, to include any recorded telephone calls, for a minimum of 10 years.

I am not happy with the final response to my complaint

If you are dissatisfied with the final response you receive from us, your next recourse is to contact the Financial Ombudsman Service, their website can be found here:

www.financial-ombudsman.org.uk