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1 June 2009 | News
Thank
you for your business and continued
support
We appreciate your efforts working together
with C&G, and we’re determined to make our working
relationships even better – so feedback from you and your clients,
our customers, is vital.
We’ve seen some very positive feedback direct
from customers who’ve taken out a mortgage with C&G from your
referral. Some customers said that the main reason for their choice
of a C&G mortgage was:
- “Communication! Throughout the whole process”
- “Best deal & good reputation”
- “Good service, prompt approval”
- And, most importantly, “Recommended by my financial
adviser”.
You’ve said:
- Our Business Development Managers add value.
- We have competitive products.
- We need to empathise more with you and show greater interest in
your business needs.
- We have to make it easier for you to contact us and we must
return your calls more promptly.
- We need to respond quicker to causes of dissatisfaction.
During April and May we’ve made further
improvements following your feedback.
For example, you said that we needed to
improve communication and contact with you, especially on receiving
updates on how your cases were progressing and case decisions.
Firstly in response to this we’ve launched
case updates by email for C&G Caseflow users.
You can now receive emails into your inbox for the key stages of
each of the mortgage application for your client, including whether
a valuation has been instructed, whether the valuation was OK, when
the offer letter has been issued and finally when the mortgage
completes. If you haven’t already signed-up click case updates by email to learn how.
Secondly, to speed up case progress on
C&G Caseflow, fewer of your cases will now need
further underwriting if your case was approved at the outset.
Click here to learn more.
We’ve also added a daily service-level updates
to our website so you can see current underwriter case turnaround
times. You can find out more here.
Something else we’ve changed, which your and
your client’s feedback suggests you will welcome, is a simplification of the key dates shown on fixed-rate
mortgage offers. Now, rather than showing both the date the
fixed-rate funds must be taken by and the date the offer is valid
until, we now only show the earlier of these two dates.
In addition, over the past month we’ve been
updating Ask Claire with answers to the questions
you are asking. In other words, Claire has learnt more. We monitor
and update Claire daily so why not trying asking her a question next time you need help.
If she didn’t know the answer before, she may well know it now!
Finally to give you the opportunity to tell us
how we’re doing and about your recent experiences with us, we’ll be
sending out our next intermediary survey during June. It'll
go to everyone who introduced business to us
that completed between 1 March and 31 May.
Once again thank you for your business with
C&G and continued support.
Jon Farley
Intermediary Sales Director
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