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Updated lender/intermediary "Working Together" guide published

Published: 22 September 2016

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An updated version of the industry guide for lenders and intermediaries on mortgage sales and servicing - Working Together - is being adopted today by members of the Association of Mortgage Intermediaries (AMI), the Council of Mortgage Lenders (CML) and the Intermediary Mortgage Lenders Association (IMLA).

The updated guide reflects modest Mortgage Credit Directive changes, and replaces the existing version which was originally published in October 2010, and updated in 2014 to reflect the outcome of the Mortgage Market Review. 

Since it was introduced in 2010, the guide has provided a valuable framework for both lenders and intermediaries, providing a shared reference point and a clear description of good practice on the relative responsibilities of lenders and intermediaries. 

The guidance is aligned with both the FCA Handbook requirements and relevant Treating Customers Fairly (TCF) guidance. It sets out good market practice and aims to promote high quality working standards, and the achievement of good customer outcomes, through productive collaboration between the lending and intermediary sectors. 

Paul Smee, director general at the CML, said:

The fact that we are now onto the third version of this guide shows that it is standing the test of time as a useful framework for both lenders and intermediaries in working together. Good collaboration between lenders and intermediaries, based on clear communication and understanding, is a vital component of ensuring good outcomes for customers.

Robert Sinclair, chief executive of AMI, said: 

In a predominantly intermediated mortgage world with increasing numbers of challengers and new entrants, this document sets out clearly expectations from all parts of the market how we should interact. The document's evolution also allows us to track how the market changes over time and what are the key changes that have occurred. Working together is an important sign-post to all that the mortgage market is a sum of all its parts, and in doing so it is stronger and better for the consumer.

Peter Williams, executive director at IMLA, said:

Most mortgages are sold through intermediaries  and it is essential that lenders and intermediaries work together effectively not least to ensure good customer outcomes. This third version of the guide has been updated to reflect current realities and to pick up on evolving practice issues. For new entrants to the market it is a helpful checklist, and for established players it provides a benchmark against which to check current procedures.



Notes to editors

1. The Council of Mortgage Lenders' members are banks, building societies and other lenders who together undertake around 97% of all residential mortgage lending in the UK. There are 11.1 million mortgages in the UK, with loans worth over £1.3 trillion.

2. The Intermediary Mortgage Lenders Association is a member driven trade body representing lenders active in the UK’s £150 billion intermediated mortgage market.

3. AMI is a non-commercial, not-for-profit trade body that exists to support the professional mortgage intermediary. To do this it effectively lobbies the Treasury, FCA, government, EU policymakers and other opinion formers to ensure the regulatory and business environment is positive toward the intermediary. It is AMI’s objective to play a critical but constructive role within the mortgage regulation process – offering insights from the “front line” of the intermediary mortgage market. It exists solely to bring about a better business environment for its members so they can continue to serve their clients.

4. The full document Working Together: An industry guide to Lender and Intermediary Accountabilities and Responsibilities in Mortgage Sales and Servicing can be found on the CML website.

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