Terms & Conditions

1. About Us

These terms and conditions govern your use of the Face to Face Financial Services Ltd website and the mortgage and financial advice services we provide.

• Registered address: 31 Cavendish Street, Barrow in Furness, Cumbria, LA14 1SF
• FCA number: 301970
• Email: info@face2face-mortgages.co.uk
• Telephone: 01229 835050

We act as a credit broker, not a lender. We are authorised and regulated by the Financial Conduct Authority.

2. Advice Disclaimer

The information provided on this website is for general information purposes only. It does not constitute financial advice and should not be relied upon as such.

Mortgage and protection advice is personal to your individual circumstances. The calculators, guides and information on this site are illustrative only and are not a recommendation or offer of any particular product.

We strongly recommend you seek professional advice tailored to your specific situation before making any financial decisions. Our advisers are qualified to provide regulated mortgage and protection advice — please contact us to arrange a consultation.

3. Our Service

Face to Face Financial Services Ltd provides whole-of-market mortgage broking and protection insurance advice. Our services include:

• Residential mortgages (purchase and remortgage)
• Buy-to-let mortgages
• First time buyer advice and support
• Protection insurance (life cover, critical illness, income protection)
• General mortgage and property finance guidance

We search a wide range of lenders to find a mortgage that suits your needs. We do not have any tied relationships with lenders that would limit the advice we give.

4. Fees & Charges

We may charge a fee for our mortgage advice services. Where a fee applies, it will be clearly disclosed to you before you commit to using our service.

• Maximum broker fee: £995
• Fees are only payable on successful mortgage offer, unless otherwise agreed in writing
• In some cases, we receive commission from the lender — this will always be disclosed to you
• Where both a fee and commission apply, both will be clearly set out in your personalised illustration
• Protection insurance advice is typically provided at no direct cost to you — we are remunerated by commission from the insurer

Full details of any fees payable will be provided in your initial disclosure document before any work begins.

5. Your Responsibilities

To enable us to provide you with accurate advice, you agree to:

• Provide accurate, complete and up-to-date information when requested
• Inform us promptly of any changes to your circumstances that may affect your application
• Not withhold any information that could be material to a mortgage or insurance application
• Review all documentation we provide carefully and raise any concerns before signing
• Ensure all documents submitted as part of an application are genuine and accurate

Providing false or misleading information to a lender or insurer is a criminal offence and could result in your application being declined or any policy being voided.

6. FCA Regulation

Face to Face Financial Services Ltd is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA reference number is 301970. We are also registered with the Information Commissioner's Office (ICO) as a data controller.

You can verify our authorisation on the FCA register at register.fca.org.uk.

As an FCA-authorised firm, we are required to:

• Act in your best interests at all times
• Provide clear, fair and not misleading information
• Disclose all fees, commissions and conflicts of interest
• Maintain a complaints procedure and refer unresolved complaints to the Financial Ombudsman Service
• Hold appropriate professional indemnity insurance

7. Complaints Procedure

We are committed to providing a high-quality service. If you are unhappy with any aspect of our service, please let us know as soon as possible so we can resolve the matter promptly.

How to complain

You can make a complaint by:

• Email: info@face2face-mortgages.co.uk
• Telephone: 01229 835050
• Post: 31 Cavendish Street, Barrow in Furness, Cumbria, LA14 1SF

What happens next

• We will acknowledge your complaint within 5 business days
• We will investigate thoroughly and keep you informed of our progress
• We aim to resolve all complaints within 8 weeks
• We will send you a final response letter setting out our findings and any redress offered

If you are not satisfied

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed without a resolution, you may refer your complaint to the Financial Ombudsman Service (see section 8 below).

8. Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, independent service for resolving disputes between consumers and financial firms.

You may refer a complaint to the FOS if:

• You have received our final response letter and remain dissatisfied, or
• Eight weeks have passed since you made your complaint and you have not received a final response

9. Limitation of Liability

While we take every care to ensure the accuracy of information on this website, we do not accept liability for:

• Any loss or damage arising from reliance on information published on this website without seeking personalised advice
• Any interruption, error or omission in the website or its content
• Any third party websites linked from this site
• Losses arising from circumstances beyond our reasonable control

Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

Our liability for regulated financial advice is governed by our FCA authorisation and professional indemnity insurance. If you believe you have suffered a financial loss as a result of our advice, please follow the complaints procedure in section 7.

10. Website Use

By accessing this website you agree to use it only for lawful purposes and in a manner that does not infringe the rights of others.

You must not:

• Use the site in any way that disrupts, damages or impairs its operation
• Attempt to gain unauthorised access to any part of the site or its related systems
• Transmit any unsolicited or unauthorised advertising material
• Use the site to transmit harmful, offensive or unlawful content

All content on this website, including text, graphics and design, is owned by or licensed to Face to Face Financial Services Ltd. You may not reproduce or redistribute any content without our prior written consent.

11. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We reserve the right to update these terms at any time. Changes will be posted on this page with an updated date. Continued use of our website or services after any change constitutes acceptance of the updated terms.

This document was last updated in March 2026.

12. Contact Us

If you have any questions about these terms and conditions, or about our services, please get in touch: