The Commercial First service promise includes an instant response to telephone enquiries and an indicative terms letter plus customer illustration to be issued within two working hours. All new mortgage applications received before 2.00pm will be processed the same day, and offers issued within this time frame if all necessary information has been received with the application.
Commercial First’s solicitors will be instructed on the same day that the signed offer is received back from the borrower and all English conveyances will be carried out by the lender’s in house legal firm. In addition, intermediaries will have direct contact details for the dedicated new business team processing their applications and documentation will be emailed wherever possible.
Regarding Commercial First’s field and marketing support, every intermediary will have a dedicated, regional sales manager and business development manager, together with a head-office based sales co-ordinator. Field based trainers are also available for support with training needs, and all broker literature has been designed as comprehensive and easy to use with a number of guides, packs and standard forms available to download from Commercial First’s website.
The Commercial First service pledge also includes marketing support in the form of templates and lead generation support, with the provision of fully co-branded and compliant marketing material within two weeks of the lender receiving a signed briefing form and company logo.
Stephen Johnson, Commercial First’s sales and marketing director, said: “Following our entry to the market with ground breaking products and service, commercial mortgage lending has become more readily available via intermediaries and increased competition is driving costs down for customers, so offering clients the best lender service is becoming an increasingly important selling point for brokers. We believe that the delivery of premium service levels is Commercial First’s unique offering in the marketplace and we are delighted to be the first and only UK commercial mortgage lender to publish guaranteed service standards, and to have the investment levels, established infrastructure, and quality staff to deliver them.”
