As part of its commitment, the company will provide lower packager fees, faster commission payments, and speed of service around communication, DIPs and case processing for all specialist residential and BTL mortgages submitted.

It will also offer regular and automated updates to all of its intermediaries in a case summary email issued as a weekly report to its brokers.

Paul McGonigle, chief executive at Positive Lending (pictured above), said: “At Positive, we exist to provide excellent customer outcomes and genuine value to financial intermediaries. 

“Alongside our exclusive products, we know that it’s the great service we provide that really makes the difference so we’re proud to be able to guarantee this Positive Promise to intermediaries.”

Over the past six months, Positive Lending saw a growth in their mortgage business by 650% by focusing on expertise and technology to improve its service to customers.

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“During 2020 when the specialist market softened, we invested in our technology platform to speed up the response to new cases and provide automatic case updates for brokers,” added Paul.

“All employees were fully working from August and were cross trained to learn the new systems and KPIs for the business.  

“An investment in personnel has meant that we have also recruited another seven individuals to the business in six months.  

“Putting this on paper was always a risk as we are baring our soul on our service proposition — it is not just an internal statement — and there is always the risk that you can be shot at if you miss the goal, so to speak. 

“But reviewing the data in the most challenging times suggests that we can stand up to deliver this proposition seamlessly.  

“It is testament to the team that they have taken our values to heart and strive to deliver these — even in challenging times such as the home working environments in Q1 and part of Q2.”