Our Mortgage and Insurance Services & Costs.

The Financial Conduct Authority.

When The Bank Says No is a trading style of Alder Rose Mortgage Services LTD whom is authorised and regulated by
the Financial Conduct Authority (FCA). The FCA regulates financial services in the UK and you can check our
authorisation and permitted activities on the Financial Services Register by visiting the FCA’s website
https://www.fca.org.uk/firms/financial-services-register. Our Financial Services Register number is 923776

Our Services.

For Mortgages we are independent mortgage advisers and we will recommend a mortgage product that is suitable
for you following an assessment of your personal needs and circumstances. This will include a detailed assessment of

We will consider all products and lenders that we have access to. This means we will not consider those lenders that are
only available by you going direct to them.

Where you are increasing your borrowing we will consider the merits of both a new first charge mortgage and securing
this by an additional mortgage on a second charge basis. You may have the option of a further advance from your
existing lender, however, we will only consider this where we are able to deal directly with the lender on your behalf. It
may be in your best interests to explore this option and look at the further alternative of an unsecured loan, as these
may be more appropriate for you.

For Non-investment protection contracts we are an intermediary and will act on your behalf when providing advice
and making our personal recommendation(s) to you. We will do this based on a fair and personal analysis of insurers
for term assurance, income protection, critical illness.

For general insurance contracts we are an intermediary and will act on your behalf when recommending an insurer
based on your demands and needs from a fair analysis of the market. The insurers we consider will be listed to you
when we carry out our research. It will be your responsibility to ensure the policy meets your demands and needs for
building and/or contents, private medical insurance, accident sickness and unemployment.

The Costs of our Service.


For Purchase and Remortgages we charge a fee structure of the following;

  • £495 with no adverse events reported.
  • £795 for up to 3 adverse events reported.
  • £995 for 3 adverse events on your credit report/recent Bankruptcy or IVA.

For all clients returning to When The Bank Says No at the time their mortgage product expires, we do not charge a fee
for re-mortgage or product transfers for the lifetime of ownership of this property.

Second Charges.

We charge a minimum fee of £995 up to £4495 depending on the complexity and loan size.

Bridging and Commercial.

We charge between 1% and 2.5% of the loan amount depending on complexity.

For refinancing of a bridging loan, we do not charge a new broker fee.

We will receive and retain any commission paid by the lender when your mortgage completes. This amount will be
confirmed by the lender in their disclosure document.

Should you wish, you can request to view the commission rates from each of the lenders we have considered at the time
that we make our recommendation to you.

Refund of fees.

Please note our fee will still be charged should the lender reject your mortgage application due to you not disclosing any
material information about your personal situation. It should also be noted we do not provide a refund should you
decide not to proceed with the mortgage loan after we have made a recommendation to you. We would however hold
the fee to place you with an alternative lender or if it is due to the property ‘falling through’ until you find an alternative

Non-Investment Protection and General Insurance Contracts

We do not charge a fee as we will receive commission from the provider/insurer after the policy has been placed on risk.

Our Ethical Policy

We are committed to providing the highest standard of advice and service possible. The interest of our customers is
paramount to us and to achieve this we have designed our systems and procedures to place you at the heart of our
business. In doing so, we will:

  • be open, honest and transparent in the way we deal with you;
  • not place our interests above yours;
  • communicate clearly, promptly and without jargon;
  • seek your views and perception of our dealings with you to ensure it meets your expectations or to identify any
    improvements required.

Cancellation rights.

Certain protection and insurance contracts allow you the right to cancel after a contract has been put in force. Prior to
you entering into a contract of protection or insurance we will provide you with specific details should this apply to
include: its duration; conditions, practical instructions and any costs for exercising it, together with the consequences of
not exercising it.


We prefer our clients to give us instructions in writing, to aid clarification and avoid future misunderstandings. We will,
however, accept oral instructions provided they are confirmed in writing.


If you wish to register a complaint, please write to When The Bank Says No, 1A Church Street, Pollard Buildings,
Frodsham, WA6 7DW or telephone 01615038603.

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is
available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial
Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567.

Compensation Scheme

If you make a complaint and we are unable to meet our liabilities, you may be entitled to compensation from the
Financial Services Compensation Scheme.

Further information about the limits applicable to the different product types is available from the FSCS at

Client Verification

We may be required to verify the identity of our clients, to obtain information as to the purpose and nature of the
business which we conduct on their behalf, and to ensure that the information we hold is up-to-date. For this purpose
we may use electronic identity verification systems and we may conduct these checks from time to time throughout our
relationship, not just at the beginning.


This agreement is governed and shall be construed in accordance with the Law of England and the parties shall submit to
the exclusive jurisdiction of the English Courts.

Force Majeure

Alder Rose Mortgage Services LTD shall not be in breach of this Agreement and shall not incur any liability to you if there
is any failure to perform its duties due to any circumstances reasonably beyond its control.


The authority to act on your behalf may be terminated at any time without penalty by either party giving 7 days notice in
writing to that effect to the other, but without prejudice to the completion of transactions already initiated. Any
transactions effected before termination and a due proportion of any period charges for services shall be settled to that


This is our standard agreement upon which we intend to rely. For your own benefit and protection you should read the
terms carefully before signing. If you do not understand any of these, please ask for further information.

I/We are aware of the costs of the services and agree to the amount and timing of these. My/Our preferred method of
paying these costs is (please tick as appropriate);

By direct payment

(where possible) By inclusion on the mortgage loan.

You must be aware that adding our fees to the mortgage loan will increase the total amount you pay over the term of
that loan as the lender will apply their interest charges to this amount.