Customer Conduct Survey (Mortgages)

We are continually looking to improve our service and would greatly appreciate your feedback!

This survey shouldn't take more than 5 minutes to complete...

Question Title

* 1. Your details;

Name:

Customer Number (Please enter if known):

Question Title

* 2. During your initial mortgage appointment, did you receive an 'Initial Disclosure Document'?

(this should have been provided at the start of the appointment and would have included details on who regulates us or how to make a complaint for instance)

Yes

Can't Remember

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* 3. Did the Mortgage Adviser complete a 'Fact Find' with you?

(this would include questions about your date of birth or salary for instance)

Yes

Can't Remember

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* 4. During your initial mortgage appointment (or alternatively provided via post), did you receive a 'European Standardised Information Sheet' (ESIS)?

(this would include information such as your monthly payments)

Yes

Can't Remember

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* 5. If a product sheet was given to you, was it easy to understand?

(A product sheet would include information such as the rate, fees and more)

Yes

Can't Remember

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* 6. Do you understand the type of interest applied to your account?

(Whether this was fixed, variable...)

Yes

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* 7. Were the Early Repayment Charges associated with your mortgage explained to you and did you understand them?

(This should have been outlined in a product sheet)

Yes

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* 8. Could you give us some feedback specific to the mortgage product you had?

(e.g. were fees properly explained, was the length of time what you expected for your application)

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* 9. On a scale of 1-10, how happy with the service you have received from Hanley Economic when applying for your mortgage?

(1 = very unsatisfied / 10 = very satisfied)

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* 10. If you didn't score us '10', what could we do to receive a higher score from you?

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* 11. We are working hard to improve the service we provide, can you give me some general feedback on our overall performance?

(We have provided some popular answers, if you have anything to add please use the comment box)

Excellent service - no further feedback!

I prefer working with a local Building Society, rather than the big banks.

The personal service was great, I was treated as an individual and not a number.

The time took to get from application to completion was longer than I'd hoped.

I was not happy with the service I received.

Other (please specify)

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* 12. On a scale of 1-10, how likely are you to recommend us to family and friends?

(1 = very unsatisfied / 10 = very satisfied)

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* 13. Do you have any further comments to add?

Thank you for taking the time to complete our Survey!

We use this information for internal purposes only, if you would like to help us tell other customers about our service - you can also leave a review on Smart Money People HERE.

Customer Conduct Survey (Mortgages)

We are continually looking to improve our service and would greatly appreciate your feedback!

Question Title

* 1. Your details;

Question Title

* 2. During your initial mortgage appointment, did you receive an 'Initial Disclosure Document'? (this should have been provided at the start of the appointment and would have included details on who regulates us or how to make a complaint for instance)

Question Title

* 3. Did the Mortgage Adviser complete a 'Fact Find' with you? (this would include questions about your date of birth or salary for instance)

Question Title

* 4. During your initial mortgage appointment (or alternatively provided via post), did you receive a 'European Standardised Information Sheet' (ESIS)?(this would include information such as your monthly payments)

Question Title

* 5. If a product sheet was given to you, was it easy to understand?(A product sheet would include information such as the rate, fees and more)

Question Title

* 6. Do you understand the type of interest applied to your account?(Whether this was fixed, variable...)

Question Title

* 7. Were the Early Repayment Charges associated with your mortgage explained to you and did you understand them?(This should have been outlined in a product sheet)

Question Title

* 8. Could you give us some feedback specific to the mortgage product you had?(e.g. were fees properly explained, was the length of time what you expected for your application)

Question Title

* 9. On a scale of 1-10, how happy with the service you have received from Hanley Economic when applying for your mortgage?(1 = very unsatisfied / 10 = very satisfied)

Question Title

* 10. If you didn't score us '10', what could we do to receive a higher score from you?

Question Title

* 11. We are working hard to improve the service we provide, can you give me some general feedback on our overall performance? (We have provided some popular answers, if you have anything to add please use the comment box)

Question Title

* 12. On a scale of 1-10, how likely are you to recommend us to family and friends?(1 = very unsatisfied / 10 = very satisfied)

Question Title

* 13. Do you have any further comments to add?

* 2. During your initial mortgage appointment, did you receive an 'Initial Disclosure Document'?

(this should have been provided at the start of the appointment and would have included details on who regulates us or how to make a complaint for instance)

* 3. Did the Mortgage Adviser complete a 'Fact Find' with you?

(this would include questions about your date of birth or salary for instance)

* 4. During your initial mortgage appointment (or alternatively provided via post), did you receive a 'European Standardised Information Sheet' (ESIS)?

(this would include information such as your monthly payments)

* 5. If a product sheet was given to you, was it easy to understand?

(A product sheet would include information such as the rate, fees and more)

* 6. Do you understand the type of interest applied to your account?

(Whether this was fixed, variable...)

* 7. Were the Early Repayment Charges associated with your mortgage explained to you and did you understand them?

(This should have been outlined in a product sheet)

* 8. Could you give us some feedback specific to the mortgage product you had?

(e.g. were fees properly explained, was the length of time what you expected for your application)

* 9. On a scale of 1-10, how happy with the service you have received from Hanley Economic when applying for your mortgage?

(1 = very unsatisfied / 10 = very satisfied)

* 11. We are working hard to improve the service we provide, can you give me some general feedback on our overall performance?

(We have provided some popular answers, if you have anything to add please use the comment box)

* 12. On a scale of 1-10, how likely are you to recommend us to family and friends?

(1 = very unsatisfied / 10 = very satisfied)