Built for you, not against you.
The FCA Consumer Duty (PRIN 2A) sets a higher standard for how regulated firms treat their customers. Here's how we apply it at C L Mortgages.
Fair value
We charge fees that reflect the work we actually do, and we're upfront about the structure before you commit. No hidden charges. No surprises at completion.
Avoiding foreseeable harm
We won't recommend a mortgage that's unsuitable for you, and we flag any feature of a product that could cause you problems down the line, even if it makes the recommendation harder to compare on rate alone.
Clear communications
We test our copy in plain English. If you don't understand something on this site or in our recommendations, that's our problem to fix, not yours to figure out.
Supporting our customers
We adjust how we work with anyone who needs extra support: bereavement, financial difficulty, language barriers, mental-health pressures, accessibility needs. Just tell us on the call.
Vulnerable customers: extra support
If you're going through something that makes a financial conversation harder (a recent loss, a health condition, money worries, a separation, or simply a language or accessibility need), please tell us. We can:
- Slow the pace down and break decisions into smaller steps
- Send our recommendations in writing first so you can read them with someone you trust
- Schedule longer calls at times that work for you
- Pause for as long as you need before any commitment
You don't need to explain why. Just call, email, or mention it in the chat, and we'll adjust how we work together.
Our fee structure
We will discuss any fees with you upfront and in writing before any work begins. There is no charge for our initial 15-minute discovery call. If we go ahead with a full advice and recommendation process, the fee depends on the complexity of your case, and we'll always make this clear before you commit.
We may also receive commission from the lender we place your mortgage with. The amount and source will be disclosed to you in writing as part of our recommendation.