Treating Customer Fairly

Since the implementation of TCF (Treating Customers Fairly), Kelly Mortgage Solutions has embraced and implemented the guidelines required by Sesame (our regulatory body) and the Financial Services Authority within their day to day practices. This ensures that the service standards we set out to achieve are second to none. Our TCF Objective Statement can be viewed by clicking this link TCFOS

Everyone knows that human error does occur, but on the whole, most people try not to make mistakes. We at Kelly Mortgage Solutions, pride ourselves in being able to prove to our clients that we take the utmost care looking after them and to ensure that the service they receive from us prompts them to recommend us to other people.

Our initiative started in March 2007 with the implementation of a Customer Care Survey which asked questions relating to 6 areas of the service we provided. This covered administration, service standards, communication and recommendation. Every client was offered the opportunity to voice their opinion of the service standard provided (anonymously if required). Every response was logged and accounted for to generate scores for us as a company and as individuals to gauge what areas could be improved (if any).

Along with the customer client feedback forms, we have utilised the TCF Tools that are provided to us by Sesame to prepare a report on our existing administration, advice, standards and practices. These are regularly monitored and checked for increased improvement on our overall TCF Standards.

We at Kelly Mortgage Solutions are proud of our client feedback as we can see clearly that there is room for improvement in certain areas but, on the whole, our overall performance is above 94% (no it's not perfect).

Click here to view our latest uploaded stats