Customer care

The standards of service you can expect

Treating our customers fairly has always been at the heart of how we do business. Our six key commitments ensure that you are treated fairly at every stage of your dealings with us, now and in the future.

1. You can be confident that when dealing with Countrywide, your fair treatment is central to our culture.
2. The products and services marketed by Countrywide are designed to meet the needs of our customers.
3. Countrywide will provide you with clear information and will keep you informed throughout your dealings with us.
4. Our advice will be suitable for your needs and will take account of your circumstances.
5. You can expect that all products sold by us will be as described within our literature and by our Mortgage Consultants.
6. Countrywide will not impose any unreasonable restrictions on customers wishing to change product or provider. We will provide full details upfront of any restriction that may be in place.

If things go wrong

Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong. In the first instance, speak to the representative that you dealt with. If, however, you remain dissatisfied, we have a dedicated team who will ensure your complaint is investigated fully.