Customer Charter

Corporate Service Standards

We believe all our customers should receive the best possible standards of Customer Care. To make sure you receive a high quality service, we have made these commitments to you.

We Will

Create a welcoming atmosphere in our reception areas and attend to you in a timely fashion

Arrange mutually convenient appointments

Advise you of any additional information or documentation needed prior to appointment

Provide you with best advice according to your status and your requirements

Treat all customers fairly

Provide you with clear and accurate information

Deal with your enquiries professionally and politely

Treat all information in a confidential manner

Advise you of all relevant timescales

Make our services accessible to all

Work closely with other professional service providers to improve our overall service to you

Be available for contact by telephone, email, letter via our website or in person

Provide a standard complaints procedure as required by the Financial Services Authority within the required timescales

Our Service Standards

Answer all telephone calls promptly and politely

Respond to letters and emails within 3 working days

Keep you informed if we cannot answer your enquiry or request immediately

Be available to arrange appointments within 48 hours and to arrive punctually

To endeavour to meet any predetermined deadlines wherever possible and to advise whenever it is not possible

You can help us by

Ensuring that you bring to your meeting all documentation as detailed in the mortgage checklist provided during initial conversations and follow up confirmation email

Give us all the information we need to help you

Let us know if you have any special circumstances or needs

Ask us to explain to you anything you are not sure of

If you are unable to keep an appointment then please contact us in a timely fashion

Respect our staff and their duties they are only here to help you

Complete any forms that you receive from us promptly

Keep us informed of any changes to your circumstances where this is applicable

How to contact us

Telephone 0870 770 8787 9.30 am - 6.00 pm Mon - Fri
Fax: 0870 770 8790
Email: dehavgroup@dehav.com
Post: 18 Ensign House, Admirals Way, London, E14 9XQ