mortgage protection MEMBER CHARTER
Our Commitment to You
At CUsafe, we are committed to providing a high-quality, accessible and inclusive Mortgage Protection service that reflects our values and puts your needs first. We work in partnership with Credit Unions to help members arrange suitable Mortgage Protection Insurance with confidence.
We are committed to treating every member fairly, conforming to equality and diversity legislation, and ensuring our service is accessible to people with disabilities or additional needs.
Our Service Approach
We understand that every mortgage and every member’s circumstances are different. Our experienced advisers take the time to understand your needs, so we can recommend Mortgage Protection that is suitable for your mortgage, your lender’s requirements and your personal circumstances.
Our service is always delivered in a friendly, helpful and professional manner. We are committed to being fair, honest and transparent, providing clear information without unnecessary jargon. Where needed, we’ll guide you through the application process and assist with completing any required documentation. Our aim is to make this process as simple and easy for you as possible.
Respecting Your Privacy
Your privacy is important to us. Any personal information you provide will be treated confidentially and used only for the purpose of arranging your Mortgage Protection, in accordance with all applicable data protection legislation.
How We Communicate with You
When you contact us by telephone, we aim to answer your call promptly. Outside normal office hours, a voicemail service is available and we will respond as quickly as possible.
Your adviser will introduce themselves and remain your point of contact throughout the process. We offer a range of communication options, including telephone, email and written correspondence, making it easy for you to choose the method that suits you best.
Our Advice Process
When arranging your Mortgage Protection, we will ask relevant questions about your mortgage, your health and your personal circumstances so we can recommend the most appropriate cover.
We will clearly explain the options available, the level of cover recommended, and any important policy terms, conditions or exclusions, ensuring you understand both what your policy covers and any limitations before making your decision.
Help Us to Help You
To help us provide the best possible service, please have your mortgage details available when you contact us, including your loan amount, mortgage term and, where applicable, details of any existing Mortgage Protection policy.
If your circumstances change before your policy is put in place, please let us know as soon as possible.
We welcome your feedback and are committed to continually improving our service. If something doesn’t go as expected, please let us know and we’ll do everything we can to resolve the matter promptly and fairly.