Credit Union Mortgage Protection Charter
Our Commitment to Participating Credit Unions
CUsafe is committed to delivering a professional, accessible and member-focused Mortgage Protection service on behalf of CU Mortgage Services DAC (MSDAC) and participating Credit Unions.
Our objective is to provide members with clear advice, competitive Mortgage Protection solutions and an excellent customer experience, while supporting Credit Unions throughout the mortgage journey.
Our Service Commitment
Every member’s mortgage requirements are different. Our experienced advisers take the time to understand each member’s circumstances before recommending suitable Mortgage Protection that meets both their needs and lender requirements.
We are committed to acting fairly, honestly and transparently at all times. Information provided to members will be clear, straightforward and easy to understand, with full support available throughout the application process.
All personal information is handled confidentially and processed in accordance with applicable data protection legislation.
Communication
We aim to respond promptly to all member enquiries received through participating Credit Unions.
Members will be assigned a dedicated adviser who will manage their Mortgage Protection enquiry from initial contact through to policy completion. Communication is available by telephone, email and written correspondence to suit individual preferences.
Our team will keep members informed throughout the quotation and application process, ensuring a smooth and efficient experience.
Our Advice Process
Our advisers will gather the information needed to provide appropriate Mortgage Protection recommendations, including mortgage amount, loan term and other relevant personal details.
We will explain policy features, premiums, benefits and any important exclusions or conditions, enabling members to make informed decisions with confidence.
Working Together
We are committed to supporting participating Credit Unions by delivering a consistent, professional and efficient referral experience for their members.
Our team will:
- Contact referred members promptly.
- Provide clear and impartial Mortgage Protection advice.
- Guide members through the application process from start to finish.
- Deliver a high standard of customer service that reflects the values of the Credit Union movement.
- Provide regular feedback and reporting, where agreed, to support the ongoing success of the partnership.
Together, we aim to make arranging Mortgage Protection simple, straightforward and reassuring for every member.