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Treating Customers Fairly
Looking After Vulnerable Customers


White Mortgages are committed to offering our customers the highest possible standards of service; in so doing we are pleased to support the Financial Conduct Authority initiatives; ‘Treating Customers Fairly’, ‘Vulnerable Customers’ and ‘Consumer Duty’.


We recognise that both we and our customers have everything to gain if we look after your best interests and treat you ‘fairly’ in all aspects of our dealings with you, even if ultimately a mortgage isn’t the right solution for you. We have a duty to help you reach the right outcome.

Our Commitment to You

We will:

  • provide you with clear information about the products and services we offer, including fees and charges

  • ascertain your individual needs, preferences and circumstances before recommending a mortgage

  • only recommend a mortgage that we consider suitable for you and that you can afford – and always the most suitable from the available options

  • not recommend a mortgage; either if we don’t consider it appropriate or can’t find one we consider suitable for your circumstances

  • encourage you to ask if there’s something you don’t understand

  • give you access to a formal complaint’s procedure should you become unhappy with our Service


How you can help us?

To help us give you the most appropriate advice, we will ask you to:

  • tell us as much as possible about your income and outgoings, to enable us to properly assess how much you can afford

  • let us know about changes that might affect your ability to repay a mortgage

  • let us know if there is any aspect of our service, or of a product we have discussed or recommended, that you don’t understand

  • tell us if you think there are ways we can improve our service

  • tell us if you consider yourself to be in a vulnerable position at all, through circumstances, personal ability or simply pressure from others.


Thank you for choosing White Mortgages Limited in connection with your mortgage and insurance requirements. We look forward to establishing a strong working relationship with you.
We may invite you to take part in a short survey following conclusion of any mortgage and / or protection discussion we have with you. Participation is entirely voluntary but your honest feedback would be very welcome.

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