Who We Are & What We Do

Get to know your new Mortgage Broker

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We're going to get to know you, so its only right that you get to know about us too!

A mortgage is very likely to be the largest financial commitment that you'll ever undertake. Get it right, and its the key to the home of your dreams & peace of mind. Get it wrong, and say hello to a headache & a half! We spend a lot of time getting to know you; Your finances, your thoughts, your needs & your aspirations when it comes to making our recommendations. As such, it only seems fair to give you the chance to get to know us too.


Who are Acumen Mortgages?

Acumen Mortgages are a professional mortgage brokerage based in the heart of beautiful Dorset. Established in 2016, it is our aim to cut through the Jargon & Red-Tape that makes getting a Mortgage seem like a mystic art. With over 40 years worth of experience in the team, we've seen the good, the bad & the indifferent amongst Mortgage Brokers & banks, and its this that drove us to found Acumen Mortgages to be better! We want to show our clients that while mortgages can be complicated, and are serious, they needn't be daunting!

Our team of mortgage brokers specialise not only in Residential mortgages, but also in Buy to Let funding, along with being able to help our clients with specialist lending such as Bridging & Auction Finance.



Meet the Team

Our team of mortgage experts have over 20 years worth of experience. Get to know a little bit about our fantastic advisors below:



Andy Dawkins

Owner and Mortgage & Protection Advisor

Andy has been working in the Mortgage & Protection industry for over 10 years, through some of the most difficult times in the housing market. As such, Andy has build up an extensive knowledge of what lenders will or will not look favourably on. Whether you are a First Time Buyer or a seasoned BTL Investor, Andy is ideally placed to help you with your purchase.

Andy set up Acumen Mortgages to allow him to focus in on the needs of his clients, and to be able to put together a bespoke service to cater to them, as opposed to the 'One-Size Fits All' approach that has become the norm.


Charlotte Marley

Independent Mortgage & Protection Advisor

Charlotte has been working in the world of mortgages for 10 years now, advising on everything from First-Time Buyers to Remortgages, Buy to Let to Home Movers. Over the last decade she has built up a wealth of knowledge & experience which allows her to find a home for even the most tricky of cases.

She prides herself on the personal service that she offers her clients, ensuring that they come back to Charlotte for all of their ongoing mortgage & protection needs, and ask her to help their friends & family too!



Shaun Hussey

Independent Mortgage & Protection Advisor

Shaun has more than 25 years’ experience within Financial Services and prides himself in providing the best possible service to his clients. In that time he has seen lots of changes in the mortgage market, and is therefore very astute in placing your case with the most appropriate Lender.

Shaun welcomes the opportunity to deal with you on all aspects of your mortgage and protection needs. Whether it’s your first time or subsequent purchase, or you are remortgaging or buying to let, he will always be on hand.


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Why Choose Acumen Mortgages?

At Acumen Mortgages, we pride ourselves on the strength of our service. Our advisors aren’t tied to a single lender, or even to a restricted ‘Panel’ of Mortgage Providers - Instead, we can offer you the most competitive deals from across the market. Coupled with our independence, the flexibility of our service is all designed to allow us to work closely with our clients to fit around their busy lives - Some banks & brokers insist on you taking time out of your day to visit their offices multiple times to sort out your mortgage. Instead, We will work with you, on a schedule that suits you, be it face-to-face, via telephone or electronically.

At Acumen, we recognise that no-one's circumstances fit a template; Why should you be treated with to a One Size Fits All service? We work with you to understand your needs & circumstances to find the right mortgage solution to fit you. Our advisors act with integrity & use their experience to explain the mortgage process & their advice, with the goal of making what can be a stressful process into a smooth, simple & calm one.

We have all heard & experienced false promises & overly optimistic timescales - Unfortunately, they have become a fixture of modern life. At Acumen, we look to use our local connections with some of the best local Estate Agents, Solicitors & Surveyors to help make your mortgage application a stress-free as possible. We also pride ourselves on the feedback & personal recommendations that we receive from our existing customers because of the way that we treat our clients.


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Our Fees

At Acumen Mortgages, our fee's are generally only payable when we've got the job done. This means that they are usually only payable once your mortgage has Completed. That means that all of the legal work is finished, and you have either moved into your new home, or your Remortgage is done & your new lender has taken over.

In detail, this means that we have got all of the following taken care of:

  1. Had an initial conversation & confirmed that we can help you
  2. Held a detailed appointment, either Face-to-Face or over the phone, where we have completed a full confidential fact-find to ensure we have all the information to enable us to make a recommendation.
  3. Undertaken the necessary research to establish which products would be best suited to you and, perhaps more importantly, which lenders meet your criteria. This search includes standard mortgage products, those available only through brokers, exclusive products available to us & where applicable those available through Private Banking institutions
  4. Presented our findings and provided you with detailed advice
  5. Produced a Key Facts Illustration which details the costs involved and monthly payments
  6. Approached the lender and obtained an Agreement in Principle, subject to full underwriting and valuation, where possible
  7. Obtained all the necessary documentation from you required by the lender and checked for inconsistencies
  8. A full mortgage application has been completed and submitted to the lender
  9. Your Mortgage application is progressed through Underwriting & Valuation, all the while ensuring that you are fully updated
  10. Ensuring that your solicitors receive a copy of your Mortgage Offer, once it is issued
  11. Progress your mortgage transaction by working closely with your Solicitors & Estate Agents (For purchases) to ensure that all documentation is in place & completed in a timely manner

It is only at this stage that we charge our fee. In some circumstances, we might charge either some or all of our fee at the point that your mortgage application is submitted, depending upon the complexity of the case. We will, however, discuss this with you up-front to ensure that you fully understand this matter.


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Our Service Commitment

Statistic's show that buying a Home, and the finances concerned, is one of the most stressful things that we deal with in our lives, behind only Marriage & Divorce and Bereavement. As such, it is our goal to take as much of this stress away as we can & keep things straightforward. We make the same commitment about our service to all of our customers, whether they are First-Time Buyers, First-Time Landlords or Experienced Professionals.

Our aim is to assist our clients in completing their mortgage application in the shortest time possible, while making sure that we get it done right the first time. With this in mind, our advisors are on hand to help you with all relevant paperwork, instruct surveys & liaise with solicitors - All to ensure that your mortgage moves forwards at the correct pace. For our clients’ peace of mind, we also give regular progress updates by phone and email — whichever suits them best.

Of course, if there are any hitches during your mortgage application, we will address them immediately and ensure things are back on track as soon as possible. In most cases, given our expertise and experience, we avoid such situations, although on the odd occasion they do occur our clients know that they are in safe hands.

Finally, if any of our clients have questions about the status of their mortgage application, we encourage them to contact us at any time, by whatever means suits them. If this is out-of-hours, we will always get back to them as early as possible on the next working day.

We make this commitment to all clients, both new & existing, but the best way to see for yourself is to give us a try. You can also take a look at what our clients have already said about us on our Testimonials page


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Your Rights

Our number one priority is to provide customers with the highest level of service. However we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about your Adviser or the service you received please contact us.

Post: Compliance Department (Complaints), Acumen Mortgages, Woodmead, The Row, Sturminster Newton, Dorset, DT10 1AX.

Email: compliance@acumenmortgages.co.uk

Phone: 01258 269375 . We may record and monitor calls.

If your complaint cannot be resolved straightaway we will:

  • Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents
  • After investigating your complaint we will respond, as quickly as possible and if no decision has been reached we will update you on progress after 8 weeks.

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of our final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. We do our best to resolve complaints and only around 15% of cases are referred to the FOS for an adjudication.

The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

  • what you’re complaining about happened more than six years ago, and
  • you’re complaining more than three years after you realised (or should have realised) that there was a problem.

If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: http://www.financial-ombudsman.org.uk or alternatively,

Post:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR


Phone: 0800 023 4567 or 0300 123 9123


Email: complaint.info@financial-ombudsman.org.uk


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Our Business Partners

At Acumen Mortgages, pride ourselves on our commitment to a first class service for our clients, balancing professionalism with approachability. To support this, we work with some of the best companies & individuals to enable us to give more options to our customers. From Estate Agents to Solicitors, Accountants to Surveyors, our hand-picked network of like-minded professionals, who share the same passion for customer service & excellence, allow us to help to take even more of the stress out of your property transaction.

If you or your firm are interested in joining our network of Business Partners, and would like to discuss how we can help, please feel free to get in touch with us:

Phone: 01258 269375

Email: info@acumenmortgages.co.uk

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