Terms & Conditions
We aim to deliver exceptional levels of service to our clients when it comes to their loan applications and to make the application process completely hassle free.
We are so confident in our ability to deliver fast loans via our market-leading fastpath portal that we promise to compensate clients with a payment of £500 if we take longer than ten working days to issue their loan offer from the date of application.

Our new Service Promise III – how does it work?

The service promise applies exclusively to all new qualifying applications on Apex, Flexi, Capital and Maxi plans submitted on the more2life fastpath portal dated from 00:01 on 9^th January 2025 to 23:59 on 28^th February 2025.

For the avoidance of doubt, the ‘date of application’ is the digital time stamp applied to an application in the more2life fastpath portal once an adviser has clicked the ‘submit’ button. The service promise applies to the tenth working day from this date (i.e. excluding weekends and Bank Holidays).

A ‘qualifying application’ is one which meets criteria set out in the terms and conditions. Please see Point 4 (below) for property types which are specifically EXCLUDED from qualifying for the service promise and Points 5-7 (below) for further exclusion details.
The service promise will only apply to applications that result in completion, and payment of any compensation, if due, will be made after completion has taken place. This will be done by way of a cheque issued to the customer within 14 working days from completion.

The maximum compensation that a client could be paid is £500, e.g. £500 if we were not able to issue an offer on a case within 10 days from the date of application.

Specific exclusions where the Service Promise will NOT apply:

Property exclusions

Due to the more complex nature of lending on certain property types and the inevitable additional timeframes required to complete underwriting and issue an Offer which are beyond our reasonable control, the following properties are specifically EXCLUDED from the service promise:

- Properties subject to a leasehold agreement
- Properties that require additional specialist reports, works, warranties and/or further investigation as a result of valuation queries such as, but not limited to, unadopted roads, flooding, proximity of commercial premises, leased solar panels etc.
- Properties subject to Title queries
- Properties located outside England and Wales
Missing information

Where the adviser, client and/or client’s legal representative have not supplied or have delayed supplying information and documentation necessary to process the application to offer stage, or to enable completion to take place.

Valuations

Where the valuation firm has been unable to gain reasonable access to the property for the purposes of conducting a mortgage valuation within 10 working days from the date of application, either due to customer availability or circumstances outside their control.
Examples would include but are not limited to;

an inability to speak to the client to arrange an appointment,
customers unable to accept the appointment options provided,
our third-party supplier is unable to conduct the valution.

(See notes at the foot of this document relating to our Valuations Service Level Agreement).

Force majeure

Where, due to unforeseen circumstances beyond our reasonable control, we are unable to process new business applications. For example this could include national industrial action or widespread staff sickness.

We reserve the right to withdraw this service promise at anytime prior to the advertised closing date. Although we will always endeavour to provide as much advance warning as possible. If we were to withdraw the service promise early we will provide clear details as to the cut off qualification criteria.

Complaints and escalations

more2life adheres to the principles of Treating Customers Fairly and the service promise is an example of this approach. Applications which fall outside of the 10 working day deadline and which are not excluded by the terms and conditions detailed above will qualify for the stated compensation. However, if an adviser feels a client has been unfairly denied compensation under this service promise, they should contact our Managing Director of Manufacturing, Ben Waugh [email protected] with full details of the case and the stated reasons for compensation qualification. An investigation and decision on appeals will be made within 14 working days of receipt of this communication.

OUR VALUATION SERVICE LEVEL AGREEMENT (SLA)
We work closely with our valuation partners to agree service standards that ensure a speedy, efficient and accurate valuation process. When an application is submitted on our fastpath portal, our valuers are automatically instructed to carry out a valuation and they will begin attempting to make contact with the client using the details provided on the application. If a mobile number is provided, the customer will receive a text with the opportunity to self-book an appointment however our valuation partner will also call the customer.

In respect of Point 6 (above), our current agreed SLA with our valuation partners dictates that they will attempt to make contact with the client at least once per day in the first ten working days following an instruction from us and will regularly refer back to us during this time for alternative contact details if they are unable to get through.

fastpath Service Promise

Faster loans or £500

Our Valuation Service Level Agreement (SLA)