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:
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:
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.
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.
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.
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.
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
Supporting vulnerable customers – Ways to help you identify vulnerabilities and other client needs, plus ways you can better engage with your client.
Options and support for our clients – This document provides a summary of options and support services available for existing LV= policyholders.
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.
Contacting us – If your customers need to get in touch, we’re here to help.
Marketing preferences – How our customers can let us know about their marketing preferences.
Accessibility – We aim to make sure that we’re as accessible as possible.
Online security – What we do to keep our customers’ personal and financial details safe and some tips on staying safe online.
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TextDirect: first dial 18001. We will record or monitor calls for training and audit purposes.