Terms of business

Important information about how we provide our service to you, so there are never any hidden surprises.

Terms of business

Our head office is Unit 26 (2.06), Newark Works, 2 Foundry Lane, Bath, BA2 3GZ.

  1. Financial Services Act
    The Key Facts sheet that we have given to you tells you about our services. It explains the products we are able to recommend, our status and our charging methods. Our Terms of Business explains other aspects of the way we operate and how this affects you, the client. This Terms of Business Letter will be effective from the date of receipt, but may be amended by us following any initial interview intended to ascertain your current financial situation, objectives and attitude to financial risk. Any such amended Terms of Business Letter will be sent to you within 10 working days of that interview. However, irrespective of any amendments arising from such interviews, we reserve the right to amend the terms of this letter without your consent, but we will give you at least 10 business days notice before conducting any relevant business, unless we consider it impracticable to do so under the circumstances existent at that time.

  2. Our Status
    London & Country Mortgages Ltd, Unit 26 (2.06), Newark Works, 2 Foundry Lane, Bath, BA2 3GZ is a company limited by shares. Our Companies House number is 1988608. We are also authorised and regulated by the Financial Conduct Authority. Our FCA number is 143002. Our permitted business includes advising on and arranging mortgages and non-investment insurance contracts. You can check this on the FCA's Register by visiting the FCA's website: www.fca.org.uk/Firms/Systems-Reporting/Register or by contacting the FCA on 0800 111 6768.

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

    Further information about the compensation scheme arrangements is available from the FSCS.

  4. Records
    We will, if required by you or your agent, supply copies of contract notes and copies of entries in books, records and computerised records relating to you.

  5. Personal Interests
    We undertake not to transact business for you in which we or one of our customers or any director/partner/employee has a known interest if we become aware that these interests conflict with yours, unless that interest is first disclosed in writing and your consent obtained.

  6. Instructions
    Normally, we can accept instructions either verbally or in writing by completing the relevant application form and signing the appropriate declaration. Where you have a right to cancel your purchase, the product provider will give you notice of this in writing. Our authority to act on your behalf in accordance with these Terms of Business can be terminated at any time by either side in writing, without prior notice and without penalty. This will be effective from the date the notification is received. However, if transactions already initiated remain outstanding, the notification will only be effected once these have been completed.

  7. Ownership
    As an intermediary, we never own the products you buy or transact though us. All purchases will therefore be registered in the name(s) of the client(s) and we will forward to you all documents showing ownership of your purchases, as soon as it is practicable after we receive them. In some cases, the product provider will send the documentation directly to you.

  8. Review
    Our services are specifically geared to providing a telephone or postal based service. For mortgage and non-investment insurance contracts, we will make a diary note upon completion of your transaction to recontact you at a future date. The purpose of this would be for us to conduct a follow up review, as it may not be in your interests to remain with the initial product recommended.

  9. Data Protection
    Information provided by you may be held, processed, disclosed and used by us, our professional advisers and any associated companies servicing our relationship with you. We will hold the personal information provided by you securely and in confidence in our computerised and manual records. By submitting your personal information to us you agree that: any information we hold about you can be held on computer and/or paper files; any information which you give us may be disclosed to selected third parties or group companies for the purpose of administration as permitted by law. Please note that we will not arrange to involve a third party, unless the security and confidentiality of your personal information is assured.

  10. What to do if you have a complaint
    If you wish to register a complaint, please contact us:

    ...in writing: write to London & Country Mortgages Ltd, Complaints Department, Unit 26 (2.06), Newark Works, 2 Foundry Lane, Bath, BA2 3GZ
    ...by e-mail: complaints@landc.co.uk
    ...by phone: telephone 01225 408000
    ...via the online dispute resolution platform: https://ec.europa.eu/consumers/odr

    If you cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service. http://www.financial-ombudsman.org.uk/

  11. Client Money
    WE DO NOT HANDLE CLIENTS' MONEY. We never accept a cheque made out to us (unless it is in settlement of charges for which we have sent you a bill), nor will we handle cash.

  12. Safeguards
    For your protection, we are licensed under the Consumer Credit Act, registered under the Data Protection Act, and authorised and regulated by the Financial Conduct Authority. The Consumer Credit Act 1974 will only apply to non-regulated mortgages. If the mortgage we arrange for you is a regulated mortgage contract, our advice to you, the information we disclose and any mortgage offer you receive is subject to FCA regulation and you will have the full protection of the Financial Services Act 2012 in our dealings with you. Please be aware that most business mortgages, buy-to-let mortgages, loans for timeshare purposes and non-regulated investment accounts (i.e. deposit, or current accounts) do not fall under the Financial Conduct Authority's umbrella of protection.

  13. Call recording
    Telephone calls to L&C may be recorded and used for training, or regulatory purposes.

  14. Fees
    L&C does not charge a fee for mortgage, or protection advice, but you should be aware of the possibility that other taxes or costs relating to the services that we provide for you may exist even though they are not paid through us, or imposed by us.

  15. Law
    English law will be the basis of this contract and the language in which this contract will be interpreted, and in which all communications will be conducted, will be English. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this Terms of Business.

  16. Internet Privacy Statement
    We use independent companies to measure and analyse how people use our website. They use cookies to gather and collate information such as the number of pages viewed on the site, the number of visitors and common ways of arriving at or leaving the site. Doing this enables us to keep our content and navigation fresh and useful. A cookie is a small file which can be saved onto your computer when you visit a website. We use them to monitor visits to areas of our website. Our site-tracking cookies don't contain name or address information, but they do contain a uniquely generated random number so that we differentiate one visitor from another, and the date and time of your last visit to the website. Your web browser lets you turn off both permanent and temporary cookies. However, if you do disable cookies you might not be able to use some of this website.

Updated: Jan - 2020