The service, to be known as HSBC ‘Mortgage Matcher’, is designed to appeal to the large number of HSBC customers who have not previously bought their mortgage from the bank or who would benefit from a type of home loan that HSBC does not currently provide.
HSBC’s long-standing policy of not selling its mortgages through third parties is based on the bank’s desire to hold the primary relationship with its customers and to manage all of the sales process. This new service enables HSBC to continue with this policy. What this service aims to do is better meet the needs and requirements of more of the bank’s customers, by making thousands of mortgage products available to them.
HSBC will also continue to sell its own mortgages via its existing Mortgage Managers in all branches, with whole of market and HSBC-only mortgage options open to customers in the twenty branches taking part in the trial.
HSBC’s Cambridge city centre branch, Market Hill, is the first to offer the service, with 19 further branches rolling out under the trial on a phased basis over the coming weeks.
HSBC has joined forces with mortgage intermediary firm, John Charcol, to administer the new ‘Mortgage Matcher’ service on its behalf. A team of experienced consultants will provide the service and although they are primarily based in the trial branches, customers can arrange for meetings to be held at home, work or wherever convenient and at a time which suits them. The service will be available 8am-8pm Monday-Thursday & 8am-6pm Friday & Saturday. The Mortgage Matcher service is fee-based, with a fee of £150 payable on drawdown and is the only ‘Whole of Market’ service which includes HSBC mortgages.
Andy Mielczarek, HSBC’s head of retail products, commented: “We remain totally committed to funding our own mortgage business, with £15 billion available for 2009 – double what we lent in 2007. However this service offers our customers who are less confident in deciphering the right mortgage deal for themselves, another reason to talk to us and gives us more options to help them. The service is a seven month trial, and as with all learning processes, at the end of the period we will assess its success and decide on the most appropriate way forward.”
With only twenty branches taking part in the service nationally, it may not be practical for all interested customers to use the service. HSBC will write to a number of customers who live close to branches participating in the trial, inviting them to take advantage of the new advisory service.
