Customer Charter

De Havilland Group Limited 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 and attend to you in a timely fashion arrange mutually convenient appointments at our offices, your place of work or your home and we will give as much notice as possible if it has to be cancelled or altered. 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 0207 517 0700 9.30 am – 6.00 pm Mon – Fri Fax 0207 7199190 Email dehavgroup@dehav.com Post Suite 12 – 14 Angel House, London, E14 9FW.