Our Promise

The TLE Promise

Our 5 Star Service

What we offer

The Best People and Solutions

• ✓ Direct Access

  You will have direct access to our dedicated and qualified account management team who will oversee your applications from initial engagement to completion.

• ✓ Experienced Advisors

  The majority of our people have been with us for more than 10 years, are given the best training, and are constantly measured on good judgement and outcomes.

• ✓ Fast Service

  We endeavour to get back to you within 30 minutes of any new enquiry, provide a proactive approach to case management and keep you updated at every key stage.

• ✓ Reliable Solutions

  We will find responsible and affordable products, however complex the scenario – we will get it right for your customer.

• ✓ Open Communication

  We will offer a full explanation, at the earliest opportunity, if the case cannot be placed.

• ✓ Escalation Process

  We operate a flat organisational structure so you will never be more than one step away from Director escalation.

• ✓ Market Leading Technology

  Our technology gives us access to the very best products and we are able to source the products from across the specialist mortgage market.

• ✓ No Favouritism

  We don't favour any lender and not one takes more than an eighth of our business as no one lender on our panel is cheapest for more than one in eight customers.

• ✓ Operational Guidelines

  Everyone who works here signs up to our Company's values and behaviours; these guide all of us every day in all that we do and say.

TLE Principles

Values and Behaviours

• Integrity

  We expect everyone who works for us to act with unyielding integrity in everything they do. In short, we do what we say. We walk the talk. We do not accept in any circumstances a nod or a wink or turning a blind eye. We know where our moral compass takes us and we follow that route without compromise.

• Honesty

  We expect everyone who works for us to tell the truth and act honestly in all their dealings with each other and every client, partner and supplier. In short, we say what we do. Even if we know it will be painful to admit to failings or shortcomings. We always say it as it is.

• Equality

  We treat everyone who works for us as equal irrespective of age, gender, race, sexuality, ability or anything else. That means equality of opportunity, equality of care and equality of voice. Our group is built on a team ethos that recognises the value of the contribution of everyone on the team. The only hierarchy is that of the quality of the idea. The best idea always wins, whoever thinks of it.

• Fairness

  We treat our colleagues, clients, partners and suppliers fairly in all our dealings with them. We don’t seek to take unfair advantage, or exploit our position. We want the balance in every relationship to be mutually satisfactory. We want all relationships to be based on mutual benefit and a fair distribution and allocation of the rewards.

• Openness and Transparency

  We will be open and transparent in all communication, both internally and externally, with all stakeholders, including third parties. As appropriate and fair, we will share good ideas far and wide within the group. Withholding and restricting information is a weakness in management – not a strength.

• Humility

  We carry out our business in a humble manner. We don’t need the recognition of our peers and the market. We will let the quality of what we do, the strength of our values and the feedback from our people and clients speak for us.

• Service

  We are here to serve our customers to the best of our ability and recognise that, if we add value and provide great service, we will lay the foundations of a successful business. Much is written about customer service. Little is understood. We understand that great service is the root of our model.

• Trust - Our People

  We want our people, our clients and our partners and suppliers to trust us. For our people, we want to offer them sustainable careers, knowing that they work for a group that cares and that we will put them first.

• Trust - Our Customers

  For our clients, we want them to know that they can trust the advice and products we offer on an unconditional basis. For our partners and suppliers we want them to see us as trusted colleagues who work tirelessly to deliver mutually beneficial success.