Customer protection is paramount


We’ll do everything in our power to make sure you are comfortable when making the final decision. You’ll always get clearly written explanations and at least one personal call from one of our UK based Customer Care Team, as standard. 

The Equity Release Advice Service involves at least two in-depth consultations with a financial adviser specialising in later life planning, always with the option for more engagement and clarification if required. Equity release can be complex, but by being thorough and going at your pace, we’ll keep you informed every step of the way.

The Pensions Advice Service works in a similar way, it starts with a free initial consultation, with the objective of producing a comprehensive plan that’s tailored to meet your circumstances and wishes in retirement.

Before you agree to taking out an Over 55s Unsecured Loan, our Customer Care Team will talk to you for about 10-to-15 minutes to make sure that you understand the terms, that you’re not being pressured to take out the loan, and that you recognise your commitment to making repayments. This is not a sales call, it’s important for your protection. 

We aim for a ‘gold standard’ in customer services and being a responsible financial services provider; making sure our customers are fully informed and comfortable with their decisions is essential to this approach. 




The way we secure our customer data 


We take very seriously our obligations to safeguard your information, and we abide by stringent security controls and all GDPR protocols. We’ll always act to keep your personal data securely hidden from prying eyes and roving bots, and treat your information with respect. Prioritising your privacy and securing your information is a fundamental element to all our product offerings, policies and partnerships.


Assessing affordability 


It may take a bit longer to apply for the Over 55s Unsecured Loan, but we see the in-depth affordability assessment that forms part of the application process as a vital part of customer care. We’ll review your bank statement(s) to check your sources of income, such as guaranteed pension income, income from a flexible drawdown pension, income from rental properties, or income from savings and investments. And a credit reference agency will check your regular outgoings. But if the loan isn’t right for you, we’ll let you know. Our being thorough is for your protection and forms an important part of our quality control.

Engaging with the Equity Release Advice Service is all about having an in-depth conversation with one of the carefully selected financial advisers introduced via the AIR Group. They'll get to know all about you and your finances, and will then search the UK market to find the right solution for you. If the adviser concludes that equity release isn’t right for you, they’ll discuss a potentially suitable alternative for raising your lump sum.

Similar motivations inform the Pensions Advice Service, your plan will be based on your wishes and circumstances, designed to be robust and with affordability at its core.

Ultimately, it’s not good for you if you can’t comfortably afford the repayments; for free2, it comes down to doing the right thing.



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