Specialist lender, Vida, has launched the Vida Service Pledge, allowing brokers to request a refund of the £180 application admin fee if they feel they have not received excellent service.
The company has been focusing on creating a service proposition that intermediaries can trust, and the pledge is a testament to the strength of the service Vida says it offers.
Vida’s V-Hub, which allows brokers to speak directly to experts and underwriters throughout their application, was launched last year.
Calls to the V-Hub are currently being answered in nine seconds and emails responded to in four hours, reinforcing positive feedback from intermediary partners, leading to record NPS scores and an increase in 5-star reviews on Trustpilot.
Vida is making extensive enhancements to their products and criteria alongside the launch of the Vida Service Pledge.
The specialist lender is reducing the minimum loan size to £50k, offering fee saver products across their entire range, and making 85% LTV available.
Criteria enhancements include increasing the loan to income ratio to 6x, considering landlords with no experience when purchasing HMO or MUB, and making Multi-Unit Blocks (MUB) available up to 6 units.
Helen Cawthra (pictured), head of intermediary relationships at Vida, said: “As a lending specialist, we are constantly seeking to enhance our offering and to help more people find a place to call home.
“We continue to listen to feedback from our brokers and are delighted that the latest changes to our products and criteria will give them even more options to discuss with their clients. The Vida Service Pledge is just another example of how committed we are to giving brokers the service they deserve.”
