Mortgage Fee’s Review
At The Hanley, we regularly review our products and services to make sure everything continues to meet the high standards our members expect from us. As part of this ongoing work, we have completed a review of some historic mortgage accounts.
This review has highlighted a small number of cases where we would like to speak with customers directly to ensure their account information is fully up to date.
Why you may have heard from us
If you have received an email or letter from us recently, it is because our review shows that we need to discuss a matter relating to a previous mortgage you held with us.
We are contacting only those customers who are involved in this review.
If you have received communication from us, please be assured that it is genuine and comes directly from The Hanley.
What you need to do
If you have received an email or letter about this review, please follow the steps provided in that message.
These steps will explain how to get in touch with the relevant team who are looking after this review and what information they may need from you.
Our dedicated team will talk you through everything in a clear and straightforward way.
If you have not heard from us
If you haven’t received any communication from us, there is nothing you need to do now, we are contacting impacted customers over the next few months.
Only customers who are directly involved in this review will be contacted.
You do not need to call or visit a branch unless you have received a letter or email asking you to get in touch.
Need reassurance that the contact is genuine?
We understand that unexpected communication may raise questions.
If you would like to confirm that a message you have received is authentic, you can:
- Call us on 01782 255000, selecting option 1 then option 6
- Visit one of our branches
- Email us on mortgagefeereview@thehanley.co.uk
Our team will be happy to help and provide reassurance.
We’re here to help
We know that some customers may prefer extra support or may have questions about why we’re in touch.
Please don’t hesitate to contact us—our friendly team will guide you through everything at your pace.
Thank you for your time and for being a valued member of The Hanley.