Additional Support for Clients

At Alexander Hall, we are dedicated in assisting all our customers.

We understand that based on your individual circumstances, you may have additional needs that require us to adjust our processes and communications when supporting you. This could be a result of factors such as physical or mental well-being, experience with finances or significant life events for example.

Where possible, we will tailor our support to meet your needs so that you receive the same experience and outcome as all our clients.

If you believe you require further support then please do inform our staff when speaking to them in person, by telephone or email, and we will acknowledge this and advise you on what changes we can make to support you.

You can also make us aware of any additional support you require by emailing [email protected]

Below are examples of how we can tailor our support for you.

Examples of how we can support you

Appointments to Suit Everyone

We can offer you a wide range of different appointment types, from face to face, telephone or virtual, at a time that suits you and your needs.

For clients with hearing difficulties, we can communicate with you in writing, or you can bring an interpreter to the appointment with you.

First Time Buyers

As a first time buyer we understand that buying your first home is a BIG deal, it can be extremely stressful and there is a lot of new information to process and understand. That is why we are always ready to adjust our processes and communications so that the mortgage process is as smooth as possible for you, and you are able to understand all the information provided to you.

• If you would like to bring a friend or a family member along to an appointment for some additional support, then that’s absolutely fine by us.
• If you need us to take additional time so that you clearly understand the options available to you, we can accommodate this for you.

English is not your first language

With a diverse customer base, we are aware that English may not be your first language.

• We may may have an adviser that speaks your language, if you would prefer to speak to someone in a different language then let our staff know.
• We are more than happy for you to bring an interpreter to the meeting with you.

Financial distress

Life events such as a relationship breakdown, bereavement, job loss or the cost of living crisis can cause huge worries, making it difficult for you to make important financial decisions. Let our advisers know what you are going through so that they are aware, and can give you time to consider your options, and support you without any judgement or lack of sensitivity to your circumstances. You don't have to navigate the mortgage process alone.