To help you to deliver high quality equity release client conversations, we’ve provided the tools and resources below which cover the four Consumer Duty outcomes:
Quote & Apply
Servicing
Equity release Consumer Duty resources
Products and services
Our Lifetime Mortgages product profile is designed to provide you with the key features of our products, our target market and distribution strategy. It also includes our approach to vulnerable customers alongside a summary of the key considerations we take into account when assessing fair value.
You may also want to refer to our Product Governance Policy, which covers ‘fair value’ as it forms part of new product development and enhancements, as well as the on-going product management and review processes.
Product profile
To help you make sure that our lifetime mortgage products meet the needs of your clients, we’re outlined the relevant information in our Lifetime Mortgages product profile.Products and services documents
Here are some additional documents that may help you in assessing our products and services for your clients.Price and value
All consumers should receive fair value. This means there should be a reasonable relationship between the price paid for a product or service and the overall benefit a consumer receives from it.
Equity Release Calculators
We’ve created calculators for each of our lifetime mortgage products. They will provide you with the full lending options available, including the maximum available loan for each product variant.Lifetime Mortgage Drawdown+ Lending limits & Fees
We offer a minimum initial loan of £10,000, and a cash reserve based on the age of the youngest applicant and the maximum percentage of the property’s value.Lifetime Mortgage Lump Sum+ Lending limits & Fees
We offer an initial minimum loan of £10,000. We’ll lend based on the age of the youngest applicant and the maximum percentage of the property’s value.Price and value documents
Key documents you may find useful when assessing price and value for your clients.Consumer understanding
It’s important that your clients understand our products and services so that they can make an informed decision about how they plan to meet their financial goals.
Equity Release Council
The Equity Release Council represents the equity release sector and exists to promote high standards of conduct and consumer safeguards. We ensure these high standards and safeguards are built into our lifetime mortgage products.
Lifetime Mortgage Drawdown+ key features
Our Lifetime Mortgage Drawdown+ allows your client to borrow a portion of their property value in the form of an initial loan, with the option to release further withdrawals from the pre-agreed reserve.Lifetime Mortgage Lump Sum+ key features
Our Lifetime Mortgage Lump Sum+ offers your clients the opportunity to unlock the equity in their home as a lump sum against the value of their home.Consumer understanding documents
Here are some documents you may find helpful when discussing our products with your clients.Consumer support
We’re committed to supporting your clients’ needs throughout their relationship with us and to making sure they're supported as they pursue their financial objectives.
Helping you support your client
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Supporting vulnerable customers – Ways to help you identify vulnerabilities and other client needs, plus ways you can better engage with your client.
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Options and support for our clients – This document provides a summary of options and support services available for existing LV= policyholders.
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Data Protection – Information about how we use personal information.
We understand that your support for clients extends beyond their financial needs. That's why we offer two non-contractual services, LV= Doctor Services and Care Navigator, to our customers when they choose either a Lifetime Mortgage Lump Sum+ or Lifetime Mortgage Drawdown+ product.
LV= Doctor’s services
Provides access to quality medical services - from remote GP 24/7 access and a second opinion service, right through to support for mental health, it's a convenient and confidential option.
Care Navigator, from MorganAsh
For clients facing the challenge of care – for themselves or loved ones – it can be a daunting experience. Care Navigator provides specialist support and guidance, helping your client navigate the care system.
LV= Doctor’s services
Provides access to quality medical services - from remote GP 24/7 access and a second opinion service, right through to support for mental health, it's a convenient and confidential option.
Information to help your client on LV.com
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Contacting us – If your customers need to get in touch, we’re here to help.
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Marketing preferences – How our customers can let us know about their marketing preferences.
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Accessibility – We aim to make sure that we’re as accessible as possible.
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Online security – What we do to keep our customers’ personal and financial details safe and some tips on staying safe online.
Equity Release Portal
Our online portal is the smarter way to do business. Place and manage more of your equity release business efficiently and flexibly – with 24/7 access you can support your clients whenever they need you.
Let's talk
0800 028 89748.30am - 5.30pm Mon-Fri
TextDirect: first dial 18001. We will record or monitor calls for training and audit purposes.