The questions people ask us most.

Yes. We research mortgages from across the whole of the market, rather than a small panel of lenders. That means the deal we recommend is chosen because it fits your circumstances — not because it's one of a limited few we're able to offer.

We advise on mortgages of all kinds — first-time buyers, moving home, remortgaging, self-employed and buy-to-let — as well as the insurance that protects your home and family, including life cover, critical illness, income protection, and buildings & contents insurance.

No. We work however suits you — by phone, video call or in person. Most clients do everything remotely, and we handle the paperwork and lender chasing on your behalf.

One named adviser, from the first call through to completion. You won't be passed between a call centre and a processing team, and you won't have to explain your situation twice.

Yes, we charge a transparent advice fee — and we think it's worth understanding why.

Some brokers advertise as “fee-free” because they're paid only by commission from the lender. That can work, but it can also mean their income depends on which products they place you with. Because you pay us directly, our advice is accountable to you, not to a lender.

Your fee buys genuinely whole-of-market research, a recommendation based purely on what's right for you, and an adviser who manages your case from first call to completion — and who's there when things get complicated. Your initial consultation is always free and with no obligation, so you can decide we're right for you before committing to anything.

It depends on the complexity of your case. We'll always tell you the exact amount upfront and in writing, and agree it with you before any work begins. You'll never be charged without agreeing to it first.

Not necessarily. A fee saved on advice can cost far more over the life of a mortgage if it leads to the wrong product. Our job is to find the most suitable deal across the whole market and to save you money where it matters most — on your rate, your term and your overall cost of borrowing. We're always happy to explain the value before you commit.

We explain exactly when any fee becomes payable at the outset — typically at a defined stage of your application — so there are no surprises. Everything is set out clearly in writing beforehand.

Yes. Wisely Financial Services Ltd is an appointed representative of Pivotal Financial Limited, which is authorised and regulated by the Financial Conduct Authority under firm reference number 665649. You can check that entry yourself on the FCA's Financial Services Register at register.fca.org.uk.

Being regulated matters in practice: our advice has to be suitable for your circumstances, we have to be clear about what we charge, and you have somewhere independent to go if you ever think we've fallen short.

Tell us first — call 023 8268 1111 and we'll look into it properly. If we can't put it right to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service free of charge. Our full complaints procedure is available on request.

Only what we need to give you advice, and we keep it only as long as we're required to. Your documents are held securely, shared with a lender or insurer only with your agreement, and never sold on. You can ask to see what we hold, or ask us to correct it, at any time.

It's a relaxed, no-obligation conversation. We'll get to know your situation and what you're trying to achieve, answer your questions, and explain how we'd help and what it would cost. There's no commitment to proceed.

Typically proof of ID and address, recent payslips or accounts if self-employed, and a few months' bank statements. We'll give you a clear checklist so you know exactly what to gather — nothing more than needed.

Often, yes. A decline from one lender doesn't tell you much on its own — lenders read the same application very differently, and a high street 'no' is not the market's answer. Tell us what happened and why, if you know, and we'll be straight with you about whether we can improve on it.

We stay in touch. We'll contact you ahead of your fixed rate ending so you're not quietly moved onto an expensive standard variable rate, and we're here in between whenever something changes — a new job, a new baby, a move, or a policy that needs revisiting.