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Home             Treating Customers Fairly           Privacy Policy         How Lifelink Operates

 
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How Lifelink operates

Lifelink Services Ltd is independently owned and directly authorised and regulated by the Financial Conduct Authority (FCA) our FCA number is 300474 and you can write to us at Simmons House, 46 Old Bath Road,Charvil RG10 9QR. Tel 01189 349800.

The FCA only regulate our insurance and mortgage activity (excluding buy to let mortgages) and therefore all the following services are not regulated:

Will writing, Legal fees, Personal loans, Commercial Mortgages and Bridging Finance

How we operate:

For products that are regulated by the FCA upon first contact a Lifelink Consultant  will gather sufficient information from you to see if and where they can assist you.

If they are able to be of service to you they will make you aware of how they operate and provide you with some ‘Key Facts’ about the services they offer. If these declarations are made over the phone, they are required to confirm these details to you by sending the ‘initial Disclosures Document’ with five working business days.

The FCA is the independent watchdog that regulates us and they require us to give you this information.  It is designed to provide you with information to decide if you services are right for you.

We will also state the ‘scope’ of service we are willing to provide that is to say from where we source the appropriate products.

We will confirm which level of service we are willing to provide, Lifelink consultants will provide advice and recommendation to you.

How we are paid is also stated, and normally this involves receiving introduction fees from the eventual lender or Insurer chosen. There will be a fee for Mortgage Advice. The precise amount will depend upon your circumstances but we estimate that it will be 1% of the amount of the loan (but may be higher in complex cases) which is normally payable upon legal completion of your new loan. The consultant will not carry out any chargeable work unless they have agreed this fee with you and obtained your signed permission to charge a fee.  You will receive a Key Facts Illustration, which will tell you about any fees charged by a Lifelink Consultant relating to a particular mortgage or Insurance policy.

If any fees are charged, Lifelink is required to tell you if some, part or the entire fee is refundable if your transaction does not proceed.  Each consultant will inform you of their refund policies if a fee is charged and again confirm this in writing to you. Where fees are charged, it is normal for fees to be collected on legal completion, however where this is not the case the consultant will state in what circumstances the fee will be refunded, and the amount to be refunded.

The permitted business we are allowed to operate is stated on our ‘initial Disclosures Document’.  The details of authorisation can be checked by visiting the register on the FCA’s website: FCA Register or by contacting the FCA by telephone on 0845 606 1234.

Should you be unfortunate and have a complaint please contact the person stated in the ‘Key facts about our Services’ document, or alternatively please contact Lifelink direct.

If we cannot settle your complaint to your satisfaction you may be entitled to refer it to the Financial Conduct Ombudsman Service.

Lifelink are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

We have provided this information so that you can see how we operate.  From the information provided you know what to expect from Lifelink, so be sure to ask for details as to how they operate.  They are required to provide this information to you either verbally in the first instance, and/or confirm these details in an ‘initial Disclosure Document’.

Your home may be repossessed if you do not keep up repayments on your mortgage
There will be a fee for mortgage advice. The precise amount will depend upon your circumstances but we estimate that it will be up to 1% of the loan amount. 
Our typical fee will be 0.5% of the loan amount.