Putting Our Customers First Under the FCA's Consumer Duty Rules

At Chetwood Lloyd Mortgages, our customers have always been at the heart of what we do. The introduction of the FCA’s Consumer Duty only reinforces our core values—ensuring fair treatment, transparency, and delivering the best possible outcomes for our clients. As a truly independent, fee-free mortgage brokerage, we fully embrace these new regulations, reaffirming our commitment to putting you first.

What Is the FCA Consumer Duty?

The Financial Conduct Authority (FCA) introduced Consumer Duty to establish a higher standard of protection across financial services. Coming into force on 31 July 2023 for new and existing products, with an extension for closed products until 31 July 2024, these rules require financial firms to actively work towards achieving the best outcomes for their customers rather than simply avoiding poor ones.

Key Principles of Consumer Duty

Under the new regulations, financial firms must:

• Act in good faith towards customers

• Prevent foreseeable harm

• Support customers in achieving their financial goals

Additionally, firms must demonstrate fair pricing, clear communication, and high standards of customer service. These aren’t just regulatory tick-boxes for us; they are fundamental to how we operate every day at Chetwood Lloyd Mortgages.

How We’re Embracing Consumer Duty at Chetwood Lloyd Mortgages

1. Transparent, Honest Advice

Mortgage advice should never be complicated or confusing. That’s why we communicate in a clear and straightforward way, ensuring you fully understand your options before making a decision. Whether you’re a first-time buyer, remortgaging, or considering equity release, we take the time to explain everything in plain English—no jargon, no hidden surprises.

2. Fair Value for Every Client

As a fee-free mortgage broker, we ensure that you receive great value from the advice and services we provide. Unlike some firms that charge upfront fees, we focus solely on securing the best mortgage deals available to you—without additional costs. Our independence means we’re not tied to any specific lenders, ensuring that every recommendation is based purely on what’s best for you.

3. Proactive Support Throughout Your Mortgage Journey

Our relationship with clients doesn’t end when a mortgage deal is secured. We stay in touch, providing ongoing guidance and support throughout your mortgage term. Whether it’s time to remortgage, review your protection policies, or explore financial opportunities, we’re always here to help. Through our Chetwood Lloyd Mortgages Platinum Club, we offer exclusive benefits to our loyal clients, reinforcing our commitment to long-term financial well-being.

4. Protecting Vulnerable Customers

We recognise that financial decisions can be daunting, especially for those in vulnerable situations. Our advisers are trained to identify and support clients who may need additional assistance, ensuring they receive the guidance and reassurance they need to make informed choices.

5. Making Switching and Remortgaging Easier

One of the key aims of Consumer Duty is to ensure that customers can switch or cancel products without unnecessary hurdles. At Chetwood Lloyd Mortgages, we proactively review your mortgage options when your fixed term is coming to an end, helping you secure the best new deal without hassle. Our goal is to save you time, money, and stress.

Your Rights and How We Help You Use Them

Under the new Consumer Duty, you have the right to:

• Receive clear, accessible information about mortgage products and services

• Expect fair pricing with no hidden fees

• Access high-quality customer support throughout your financial journey

• Easily switch products when it benefits you

We believe that an informed customer is an empowered one. If you ever have concerns or questions, our team is always available to guide you through your options and ensure you get the best possible outcome.

Our Commitment to Excellence

The FCA’s Consumer Duty aligns perfectly with our longstanding ethos at Chetwood Lloyd Mortgages. We’ve always prioritised integrity, fairness, and transparency in everything we do. These new regulations simply reinforce the standards we already uphold.

By choosing Chetwood Lloyd Mortgages, you’re working with a firm that not only follows the rules but genuinely cares about your financial future. If you’d like to learn more about how these new protections benefit you, or if you need expert, fee-free mortgage advice, get in touch with us today.

At Chetwood Lloyd Mortgages, your best interests are our priority—now, and always

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