At Landbay, we understand that some customers may face vulnerable circumstances which could impact their ability to engage with the mortgage process in the usual way. As a broker, you play a vital role in helping us identify and support these custome
How You Can Help:
Let us know as early as possible if your client may require additional support due to health conditions, cognitive difficulties, life events, or technological barriers.
Discuss with your client whether they may need extra time, assistance, or third-party involvement to understand their options fully.
Key Considerations:
- Product Transfers: Our product transfer process is fully digital. Customers must be able to sign documents electronically. Vulnerable customers who cannot use digital tools may need to proceed via a full remortgage with solicitor involvement.
- Full Remortgage Route: If a customer is unable to complete a digital product transfer, a full remortgage with solicitor representation and Independent Legal Advice (ILA) is required to ensure the customer’s capacity and understanding.
- Power of Attorney (PoA): In some complex cases, we may request a PoA, particularly where the customer is physically unable to sign, but this is assessed on a case-by-case basis.
Our Commitment
We are committed to:
- Fair and transparent treatment of all customers
- Supporting vulnerable customers through appropriate adjustments
- Working closely with brokers to ensure the best customer outcomes
For guidance on referring vulnerable cases or to discuss a specific scenario, please contact your local BDM.