Customer Charter


Specialist Hub and its staff are committed to the FCA Principle of 'Treating Customers Fairly' in our day to day non-regulated business activities.

This means that our:

  • Promotional material is clear, compliant, jargon free and appropriately targeted.
  • Staff have thorough training on all products they advise on or sell, understand who these products are or are not suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities or potential unfairness in the product literature or product features.
  • Staff Bonuses ensure fairness to the customer as well as customer satisfaction, rather than only rewarding sales volumes
  • Non Sales Staff are encouraged to find ways to implement 'Treating Customers Fairly' guidelines in their day to day business activities
  • Customer Records of instructions, profile/attitude to risk and of the advice and options given before, during and after a sale are fully up to date. This is to help ensure that we treat customers fairly and can deal with any complaints that may arise swiftly and fairly.
  • After Sales Contact with clients where appropriate is available to correct or improve on the service already offered.
  • Customer Complaints Procedure ensures that any complaints are assessed fairly, promptly and impartially, and in line with FCA deadlines and rules.
  • Staff are encouraged to recommend improvements to our service following customer complaints – and monitoring the outcome
  • Training at Specialist Hub is relevant and regular in relation to competence, data protection and other matters directly affecting the quality of service offered to our customers at all levels of the business.
  • Senior Management assess and communicate 'Treating Customers Fairly' performance across the business and recommend changes where appropriate and are supported by all staff in promoting 'Treating Customers Fairly' values.

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Just click the button to find out just how easy it is to submit business to us, alternatively you can call us FREE from a mobile or landline on

0800 810 1666

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Everything you need to submit business with the U.K.'s original and best Specialist Finance provider.

From Decision in Principle Forms, our valuation payments form, Initial Disclosure Documents for all products and other Compliance Documents, everything you need is in one place.

However, if you cannot find what you are looking for, call us free on 0800 810 1666 or click here to email us directly.


Contact Us

  • Audley House, Northbridge Road, Berkhamsted, Hertfordshire, HP4 1EH
  • 0800 810 1666
  • 0800 810 1005

All calls are recorded for training and compliance purposes. Specialist Hub, Specialist Homeowner Finance, Specialist Commercial Finance, Specialist Residential Finance, Specialist Bridging Finance, Specialist Development Finance, Specialist Personal Finance and The Loan Processing Centre are trading styles of Specialist Financial Services Ltd. Registered in England and Wales, company number 05309450. Registered office is 119 The Hub, 300 Kensal Road, London, W10 5BE. Specialist Financial Services Ltd is authorised and regulated by the Financial Conduct Authority, FRN 676853. Specialist Hub, Specialist Homeowner Finance, Specialist Commercial Finance, Specialist Residential Finance, Specialist Bridging Finance, Specialist Development Finance, Specialist Personal Finance and The Loan Processing Centre and all associated brand logos are trademarks of Specialist Financial Services Limited. The use of these trademarks is strictly restricted to our approved suppliers only. Any infringement of this will be vigorously pursued. This website is for professional intermediaries and introducers only, and is not intended for use by the general public. Reproduction of this website in whole or in part without permission is prohibited. We are a broker, not a lender.

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