Terms of business

Our aim, as independent mortgage advisors is to provide a quality client focussed service. We appreciate and understand that your mortgage is likely to be your largest financial commitment you will undertake. Our role is to help you to understand how a mortgage works and how control of the repayments is essential for prudent money management.

We will seek to reduce the financial burden and where possible allow you to redeem your mortgage earlier. In addition, we seek to provide adequate protection for you and your family.
Throughout our association with you we are committed to giving the highest standard of service and customer care before, during, and after your mortgage completes.
The Financial Conduct Authority has taken over The Mortgage Code Compliance Board (MCCB), this came into effect from September 2005 and is a voluntary regulation to which our company subscribes to. The Financial Conduct Authority sets minimum standards of good lending and advisory practice, which are to be followed by all lenders and mortgage intermediaries.

Smart Mortgage Group is fully regulated and directly authorized by the Financial Conduct Authority, our Financial Conduct Authority number is 301655.
We will review the market place to identify the most suitable mortgage product for you. We constantly review the mortgage market conditions to enable appropriate advice to be given. However, in certain instances where a limited range or a single product only is recommended (e.g. in conjunction with a builder/developer’s special scheme) we will explain to you the reasons for doing so.
Under the terms of The Financial Conduct Authority requirements, there are three levels of service available. These are:
a) Full advice and recommendation;
b) Information on different types of mortgage products available to allow you to make a choice;
c) Information on a single product only, where no advice is given.
We offer a full advice and recommendation service in all cases in order that we can make an informed decision with you about the choice of your new mortgage.

We will also provide you with information relevant to your mortgage needs, covering such items as an explanation of the main repayment methods and the implications of taking a mortgage.
We will provide an explanation of the main relevant repayment methods available (for example capital and interest or interest only).
We will also provide you a copy of “Which Mortgage is suitable for you” which explains briefly some of the possible mortgage choices. It is important for you to ensure that any questions you have are answered before you proceed with your Mortgage/Re-Mortgage
During our initial meeting, we will be completing a detailed mortgage/financial questionnaire to enable appropriate advice to be given on your mortgage and other related insurance products.
Once we have made our recommendations to you, we will confirm our advice in writing. You should keep this, as it will be an important record of our discussions. Details of the loan will also be confirmed in your lender’s formal offer.

We are credit broker, not a lender, we search the whole marketplace and find the best suitable product. We work for panel of lenders and we get commission from lenders which varies with different lenders. Where this occurs we will tell you the amount. We always source a mortgage to fit our clients requirements and not by any fees that the lender may pay us for introducing you to them.
We will treat your personal information as private and confidential (even when you are no longer a customer) except where the law requires us to do so or where disclosure is made at your request or consent in relation to arranging your mortgage, for example when instructing a financial adviser or insurance specialist.
As part of the Financial Conduct Authority duties, we maybe asked to provide them with access to our customer records in order that they may carry out an audit of our activities. The Financial Conduct Authority ability to inspect our customer records promotes best practice in our industry and ennsures that you continue to receive the best possible service from us.

You have the right to inspect any documentation we hold in respect of our dealing with you. We will keep copies of your records for six years. They will be kept confidential in accordance with the requirements of the Data Protection Act.

We are also registered on Information Commissionaire Office register, registration number is Z783739X.

For any complaint under the Data Protection laws, if however you wish to raise a complaint regarding the processing of your personal data or unsatisfied with how we handle your information, you have the right to lodge a complaint with Supervisory Authority which is Smart Mortgage Group Limited, Mr. Jay Mehta 135 Shakespeare Avenue, Hayes, Middlesex UB4 0BQ, tel number 0208 561 6555 or mobile number 0787 6753582 or email address jay@smartmortgagegroup.co.uk

Or you can make a complaint at Information Commissionaire Officer, Wycliffe House, Water Lane Wilmslow SK9 5AF, tel number 0303 123 1113 or email enquiries@ico.org.uk

If you have a complaint against Smart Mortgage Group Limited for mortgage advice and for other credit brokering services, we will provide you our complaint procedure which you can follow to make a complaint. If you are dissatisfied with our response as per our complaint procedure or we as Smart Mortgage Group Limited unable to resolve your complaint within 8 weeks, you will have the right to refer your complaint to the Financial Ombudsman Service at the following address: The Financial Ombudsman Service Exchange Tower, London E14 9SR, tel number 0800 023 4567

Please note that the complaints must be referred to the Financial Ombudsman within the maximum of 6 months of our final response.