Terms of Business

Our Terms of Business document outlines the services we provide. It is an important document, so please make sure you take time to read it carefully. If there is anything that you are unsure about, do not hesitate to get in touch with your adviser. When you click “Accept”, it means you agree to these terms.

Who we are

We are Relevare Limited, a company registered in England and Wales under company number 956869. Relevare Limited is an appointed representative of The Openwork Partnership, which is authorised and regulated by the Financial Conduct Authority (FCA).  You can check this (and our permitted activities) on the Financial Services Register by visiting the FCA website. 

Our head office is The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER. You can contact us at this postal address, by email at enquiries @relevare.co.uk or by calling us on 0208 050 6567.

Our Services

We offer full advice and recommendations to you. This means we will:

• Explain all parts of the mortgage and protection journey to you.
• Get to know you, and understand your needs, preferences and circumstances.
• Identify your lifestyle and financial expectations over the life of the mortgage.
• Explore your needs and raise any contradictions which we will discuss to clearly establish your needs and priorities.
• Advise and recommend products that are appropriate for you.
• Help you with the process to secure your mortgage and, where applicable, protection product.
• Continue to monitor your mortgage to review whether you are on the most appropriate deal for your circumstances based on the information you give us.

Our recommendations will be supported by:

• An explanation of the implications of the particular mortgage features both now and in the future, including changes to the interest rate.
• An explanation of the costs associated with the mortgage and the impact of adding any of these to the mortgage.
• An explanation of the next steps and timescales including any administration needed, such as underwriting or a valuation.
• Advice on how and who you need to contact for help or support throughout the process.
• A report confirming why the recommendation has been made.
• Illustrations and other relevant information.

It is important for us to maintain contact with you throughout the financial life cycle of products which Relevare may arrange for you. It is your responsibility to make sure that your contact details are correct and kept up to date. 

All advice we give is based on the information you provide to us and verified using your documentation and independent checks carried out by third parties (including, for example, employers, credit referencing agencies, accountants or financial institutions). Advice is based on financial products available at the point in time you submit your application. You should know that financial products are subject to change and depend on availability from mortgage lenders and protection providers. 

Mortgage Monitoring Service

As part of our service, we will check your current mortgage deal against other deals on the market to see whether there is another deal available which would better suit your needs. We will email you periodically to keep you updated on your deal, and if we find a more appropriate deal for your needs based on the information you have given us. You will benefit from this service on completion of your mortgage application with us but can get in touch should you want to stop this service and end your relationship with Relevare. If you choose to end your relationship with us, we will close your account but may retain certain data required based on our regulatory requirements. To learn more about how we use your information, please read our Privacy Policy.

Mortgages we offer

We offer a range of first charge mortgages from a selection of over 90 lenders. The lenders we work with have been chosen based on their service performance and the speed at which they can produce a mortgage offer. Our selection of lenders will be reviewed at regular intervals and may change. (If you would like to view a full up to date of lenders we work with, then please ask your adviser).

If we are recommending a Buy to Let mortgage for you, it is important to understand that not all Buy to Let mortgages are regulated by the FCA. We will confirm to you if any product we are recommending is not regulated.

Alternative options

We do not offer advice on second charge mortgages or loans, Commercial Lending or unsecured lending. If you need these types of loans, we will refer you to a specialist broker.

Where we identify other products and services that could be of interest to you, we will make sure you are aware of them in accordance with our Privacy Policy.

Insurance & Protection

It is important to consider insurance and protection when taking out a mortgage. We will speak to you about this and give you the option to be referred to a protection specialist for advice. 

We provide advice & recommendation on a tied panel under Mortgage Advice Bureau of some of the largest providers in the UK that includes; 

• Legal & General
• Royal London
• Aviva
• LV
• Vitality

We do not charge a fee for our service. We receive a commission from the Provider for arranging the policy. The details of commission paid by Providers is detailed in the information you receive.  As part of Relevare understanding your protection requirements we need some medical information and details on your lifestyle and hobbies. You can refuse to provide us with this information, but it will mean that we are unable to recommend you to our panel.

Your application 

We aim to be able to help all our customers, however we may be unable or refuse to proceed  with an application if:

• your chosen product is no longer available and where an alternative product cannot be sourced/provided;
• there has been a pricing or product description error by the lender and where an alternative product cannot be sourced/provided;
• your required documentation cannot be verified;
• we believe that you are unlikely to be suitable for a mortgage product that we can provide;
• your application has been declined by the mortgage provider;
• the application appears to be for purposes that do not fit within the scope of our service (including as set out in these terms);
• the application appears to be for an address outside of the United Kingdom.

We will let you know if we are able to process your application. 

We will communicate primarily with the Main Applicant on all joint applications. However we may communicate with both applicants when necessary. By signing up to our service you agree to us disclosing application data to all applicants without restriction or prejudice.

By engaging with our team to provide you with our services, you give us permission to act on your behalf in liaising with the mortgage provider and any other third parties involved in the application process. As an intermediary, we never own the products you buy or transact through us. All purchases will therefore be registered in the name(s) of the client(s) and we will forward  you all documents showing ownership of your purchases, as soon as it is practicable after we receive them. In some cases, the product provider will send the documentation directly to you.

Our authority to act on your behalf in accordance with these Terms of Business can be terminated at any time by either side in writing, without prior notice and without penalty. This will be effective from the date the notification is received. However, if transactions already initiated remain outstanding, the notification will only be affected once these have been completed.

We cannot guarantee that your application will be considered or accepted by a mortgage provider and we will have no responsibility for ensuring that the mortgage is entered into or fulfilled.

Other than helping you to get a great mortgage deal, we will not be involved in your purchase process. You will be responsible for providing all necessary details of the mortgage product and mortgage provider to your solicitor or conveyancing practitioner.

You may withdraw your mortgage application at any time before your mortgage has been entered by contacting us using the details provided above. Please note any non-refundable lender fees already paid may not be refunded if you cancel an application. Certain protection and insurance contracts allow you the right to cancel after a contract has been put in force. Prior to you entering into a contract of protection or insurance we will provide you with specific details should this apply, including: the duration; conditions, practical instructions and any costs for exercising such  cancellation right, together with the consequences of not exercising it.

Your duty of disclosure

Any advice provided is based on your personal financial circumstances and objectives. It is important that the information you provide is both accurate and honest, and a true reflection of your circumstances. It is your responsibility to provide information in this way to a provider or organisation that provides products and services recommended for you. Failure to disclose relevant information, or change of circumstances, to a provider may result in your chosen plan or product being invalidated.

We strongly recommend that any information provided is checked thoroughly prior to submission.

Fees and Costs

Relevare normally places its business direct to lenders, and as an independent mortgage broker is therefore allowed to use any lender in the UK.

The company charges fees for administration and consultancy which cover various activities carried out by Relevare on a client’s behalf.

From mortgage application to offer stage normally takes an administration time of 8 to 12 hours, irrespective of the loan size. Fees are charged in the form of an Administration Fee. This is due for payment on the submission of an application to a lender by Relevare.

The Administration Fee protects a client from lender-fee bias.

Services covered in the standard fees

1. Initial mortgage review and Fact Find; face-to-face or telephone meeting.
2. Discussion of mortgage strategy options.
3. Research across the whole market to match needs with products available.
4. Preparation of research options.
5. Issue of key facts illustrations.
6. Application submission to the lender on-line or via paper application.
7. Organisation of general insurance requirements where required.
8. Collation of required documentation for the lender.
9. Communication with vendor or estate agents as instructed.
10. Regular communication with clients throughout the application process.
11. Communication with lender’s underwriters for production of the offer.
12. Check of offer details.
13. Guidance to exchange of contracts.
14. Liaison with estate agents and solicitors to organise completion.
15. Liaison with solicitor to fulfil all lender’s conditions.

Additional services

1. Organisation of life assurance requirements where required.
2. Organisation of solicitor’s instruction where required. Please be aware that we have a series of legal firms on our panel and that we may be paid a marketing fee for introductions

by them. Please ask your Broker for full details.

3. Organisation of the survey.
4. Analysis of the survey report.
5. Organisation of valuer comparables if required.

• First 3 Mortgages or Remortgages £499.00
• Then a discount of £100 for all repeat business £399.00
• First Time Buyers (Residential only), Further Advances £399.00
• Bridging Finance, Secured Loans £499.00
• Commercial Mortgages £ on application

You will receive a mortgage illustration once we have found the right mortgage deal for you, which will list any fees the lender will charge you, as well as the amount of commission that Relevare will receive from the lender. 

A list of commission fees payable by the mortgage lender or protection provider is available upon request. We do not offer a refund of mortgage fees.

Who regulates us

Relevare is a trading name of Relevare Limited who are appointed representatives of The Openwork Partnership, which is authorised and regulated by the Financial Conduct Authority (FCA).  You can check this on the Financial Services Register by visiting the FCA website. 

Our head office is The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER. You can contact us at this postal address, by email at [email protected] or by phone on number: 0208 050 6567

• Relevare Limited’s FCA registration number is 956869
• Relevare’s permitted business is advising and arranging mortgages and insurance.
• Relevare Limited is an appointed representative of The Openwork Partnership, which is authorised and regulated by the Financial Conduct Authority (FCA) in respect of consumer credit activities. You can check this on the FCA’s Register by visiting register.fca.org.uk or by contacting the FCA on 0800 111 6768.

If the mortgage we arrange for you is a regulated mortgage contract, our advice to you, the information we disclose and any mortgage offer you receive is subject to FCA regulation and you will have the full protection of the Financial Services Act 2012 in our dealings with you. Please be aware that most business mortgages, buy-to-let mortgages, loans for timeshare purposes and non-regulated investment accounts (i.e. deposit, or current accounts) do not fall under the Financial Conduct Authority’s umbrella of protection.

Addressing Financial Crime

The FCA, as part of our responsibility to ensure the integrity of the UK Financial Services requires us to have adequate systems and controls in place to prevent and reduce the risk of Financial Crime.

All transactions relating to our services are covered by, and adhere to, the Money Laundering Regulations and Proceeds of Crime Act.

Our responsibilities include verifying the identity and address of our customers, documents that support the application, and assessing the plausibility of all applications. Identity verification checks may include electronic searches through the Electronic Identification Verification Service, electoral roll and use of credit reference agencies. 

We will also require proof of your income and expenditure, and source of any deposit funds to further satisfy these requirements.

Your adviser will confirm what documentation is required.

Data Protection and privacy

We are the data controller for your personal data (which means we decide what information we collect, what it is used for and who to share it with). To read more about how we use your information, please read out Privacy Policy.

Internet Privacy Statement and use of our site

We will do our best to ensure that the content of our website is accurate and up-to date however we cannot guarantee that our site, or any content on it, will be free from errors or omissions.

You are responsible for keeping your own devices, internet connection and software secure. We recommend you take sensible precautionary measures, such as installing an anti-virus and making sure you have the latest versions and security patches installed.

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain appropriate separate advice (whether provided by us through our mortgage services or through another person) before taking, or refraining from, any action based on the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

If you are not happy with our service

You can contact us if you have a complaint about your Relevare adviser or the service you received.

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things do not go as planned.

Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us to understand where we need to improve our product and services.

If you have a complaint about your adviser or the mortgage advice you have received from your adviser, please contact your adviser, or Relevare:

• In writing:  Complaints Team, Relevare Limited, The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER
• By phone: 0208 050 6567
• Email: [email protected]

If you cannot settle your complaint with us, you may refer your complaint to the Openwork Complaint Management team who can be contacted on 03454 508508 (All calls will be recorded for training and monitoring purposes). Our lines are open from 9am to 5.30pm Monday to Friday.

You can also contact Openwork in writing, or by fax or email at:

Complaints Management
The Openwork Partnership
Washington House
Lydiard Fields
Swindon
SN5 8UB

Email: [email protected]
Fax: 01793 474700

Openwork will reply promptly to your letter and explain how we will be investigating your complaint. We aim to resolve your complaint as soon as possible, however some issues may take a while and we will keep you updated with progress by writing to you after 4 weeks, if we haven’t been able to resolve it. There is no charge for this service.

We aim to resolve most complaints within 8 weeks, but if we can’t, we will let you know why and explain how much longer we think it will take. At this stage, if you’re not happy you can refer your complaint to the Financial Ombudsman Service.

If you cannot settle your complaint with Openwork, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

Further information on the services provided by the FOS can be found on their website financial-ombudsman.org.uk or alternatively:

• In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• By phone: 0800 023 4567 or 0300 123 9123
• Email: [email protected] 

You can find out more about your rights and what to do if you have a complaint here.

For any query or complaint related to how your personal data has been processed, please refer to our Privacy Policy.

Intellectual Property

We are the owner or the licensee of, and reserve all rights to, all intellectual property rights attributable to our website and its contents. This includes copyright works and trademarks, which may or may not be registered. If you are in any doubt about whether you can use anything on our website, please contact us for clarification.

General

If any provision of these Terms of Business is found to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and the remainder of the provision in question will not be affected.

These Terms supersede all proposals, prior discussions and representations (whether oral or written) between us relating to our appointment as your agent in connection with the arranging and administration of your mortgage. These Terms constitute an offer by us to act on your behalf in the arranging and administration of your mortgage. 

We prefer our clients to give us instructions in writing, to aid clarification and avoid future misunderstandings. We will accept oral instructions provided they are confirmed in writing.

We may assign or transfer this contract to another entity. This will not affect your rights or our obligations to you under this contract.

These Terms and all our agreements provided are governed and construed in accordance with the laws of England and Wales and you agree that any dispute (including any non-contractual dispute) arising out of your agreement to use our services shall be subject to the exclusive jurisdiction of the English courts. The language in which this contract will be interpreted, and in which all communications will be conducted, will be English. The Contracts (Rights of Third Parties) Act 1999 will not apply to these Terms of Business.

Amendments

We may change these Terms and our site at any time, so please check this page from time to time.