The FCA’s Consumer Duty (PRIN 12) requires us to act to deliver good outcomes for all retail customers — not just to have good intentions, but to evidence good outcomes across everything we do. This statement explains how we meet that obligation.
“A firm must act to deliver good outcomes for retail customers.” — FCA Consumer Principle (PRIN 12)
Whole-of-market advice: We search every lender and every product on our panel. Your best outcome is our only objective — we will never recommend a product simply because it is available or convenient.
Full suitability assessment: Before any recommendation, we conduct a comprehensive fact-find covering your financial position, goals, family circumstances, health (where relevant), and attitude to the risks of equity release. Every recommendation is supported by a personalised, plain English suitability report.
Alternatives always assessed: We formally assess all realistic alternatives before any recommendation — downsizing, state benefits, family support, unsecured borrowing, and RIO mortgages. This assessment is documented on every case file. If equity release is not the right answer, we will tell you.
Our advice fee is explained clearly in our Initial Disclosure Document before any advice is provided. We do not charge until your case completes. As a broker we may receive a procuration fee from the lender on completion, which is disclosed to you in your IDD and suitability report. Our advice is never influenced by the level of fee available on any product. We conduct a formal fair value assessment annually.
Plain English throughout: We communicate in plain English at all times and avoid unnecessary jargon.
Teach-back technique: On every recommendation call, our advisers use the teach-back technique to verify genuine understanding. We ask you to explain back — in your own words — how interest rolls up, the no-negative-equity guarantee, the impact on your estate, your right to remain in your home, and the early repayment charge structure.
Minimum 5-day reflection period: We operate a minimum 5 working day reflection period between issuing your suitability report and submitting any application. This is firm policy — it cannot be overridden by any commercial consideration. You are actively encouraged to share your report with family members, your solicitor, or any trusted adviser during this time.
Independent legal advice: We inform every customer of the importance of obtaining independent legal advice from a specialist equity release solicitor. Confirmation of independent legal advice must be on file before any application is submitted.
Proactive communication: You should never need to call us to find out what is happening. Our team provides proactive updates at every milestone — submission, valuation, offer, and completion.
30-day welfare call: Thirty days after completion, your adviser contacts you to confirm the process went smoothly and to address any questions that have arisen. This call is made on every case.
12-month annual review: Twelve months after completion, your adviser contacts you to check whether your circumstances have changed and whether the product continues to meet your needs.
We are available Monday to Friday, 9am to 5.30pm on 08085 010 222, and at info@equisure.uk. We aim to respond to all written enquiries within 1 working day.
We apply the IDEA protocol on every case, without exception. We screen for vulnerability at three points in the customer journey and make reasonable adjustments wherever vulnerability is identified.
Identify: We screen for vulnerability indicators at the initial call, the full fact-find, and the recommendation call, considering the FCA’s four vulnerability drivers: Health, Life Events, Resilience, and Capability.
Document: All vulnerability indicators are recorded in our CRM immediately after every call. Vulnerability flags cannot be deleted by advisers.
Engage: Reasonable adjustments may include slower pace, shorter calls, written follow-up, extended reflection time, one-to-one calls where third-party pressure is suspected, or involving a trusted person with your consent.
Act: Where there is any doubt about capacity to make a financial decision, the case is paused immediately. Our compliance function is notified within 24 hours and reviews within 48 hours. No commercial pressure overrides this.
We never proceed to a full fact-find within 3 months of a bereavement without prior compliance approval. Bereavement-triggered urgency is a recognised vulnerability indicator. Our advisers respond with care, not speed.
Good outcomes must be evidenced, not assumed. Our monitoring framework includes monthly file quality reviews (random sample), monthly complaints root cause analysis, monthly management information reporting, quarterly Consumer Duty board reports, an annual Consumer Duty self-assessment, 30-day welfare calls on every case, and annual reviews on every case.
If you believe we have not met the standards in this statement, please see our Complaints Procedure or contact us directly at info@equisure.uk.
Questions about this policy?
Contact UsEquisure is a trading style of Release My Equity Limited, authorised and regulated by the Financial Conduct Authority (FRN 730866). Registered in England and Wales. Company No. 08525726. Registered address: 231 Elliott Street, Tyldesley, Manchester, M29 8DG.
Equity release will reduce the value of your estate and may affect your entitlement to means-tested benefits. A lifetime mortgage is a loan secured against your home. To understand the features and risks, ask for a personalised illustration. All calculator outputs on this website are illustrative only and do not constitute financial advice or a personalised recommendation.