Go at your pace
We can allow more time, pause when needed and arrange shorter or repeat conversations.
EXTRA SUPPORT WHEN YOU NEED IT
Your circumstances should never make you feel excluded from good mortgage advice.
Any of us can need extra help at some point. You do not have to describe yourself as vulnerable, provide a diagnosis or share more than you are comfortable with. Simply tell us what would make the process easier.
WHO THIS IS FOR
Support is available for any reason.
Health conditions, disability, mental health, bereavement, caring responsibilities, relationship breakdown, financial difficulty, low confidence with money, limited English, digital access or a major life event can all make financial decisions harder. This list is not exhaustive.
Communicate your way
Ask for telephone, video, email or face-to-face contact, simpler explanations, larger text or information in another suitable format.
Include someone you trust
With your permission, a family member, friend, carer, interpreter or other representative can join conversations and help you.
Keep things clear
We can explain information differently, check understanding, summarise agreed actions and avoid unnecessary jargon.
Protect your privacy
We will only record and share relevant information in line with our privacy obligations and your permissions.
Review support as things change
Needs are not always permanent. Tell us at any stage if something changes or an adjustment is no longer helpful.
HOW TO TELL US
You only need to say what would help.
Tell any member of the Smart Mortgages team before or during your appointment. We may ask a few respectful questions so we understand the adjustment you want, but you stay in control of what you share.
- Tell usUse the phone, email or your adviser.
- Agree the supportWe will confirm what would make the journey easier.
- Keep it under reviewChange or remove the support whenever you wish.
IF YOU ARE WORRIED ABOUT PRESSURE OR CONTROL
You can ask to speak to us privately.
If another person is pressuring you, controlling your money or asking you to borrow for their benefit, tell us when it is safe to do so. We will listen, avoid putting you at greater risk and explain what we can do next.
PLEASE NOTE
We are mortgage advisers, not an emergency service.
If you or someone else is in immediate danger, call 999. For urgent medical or crisis support, contact the appropriate emergency or specialist service.
Tell us what would help.
There is no wrong way to ask. Contact us, speak to your adviser, or ask someone you trust to contact us with your permission.
Request extra support →