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Pure launches customer account servicing resources

Pure Retirement has launched a new customer-facing brochure to keep its account holders informed about plan features and the processes involved in accessing them.

The 16-page booklet covers a variety of topics, including making partial repayments, redeeming a lifetime mortgage, moving the mortgage to a new property, and what happens when parties enter long-term care or pass away.

Free to access, it comes as part of a release of new resources surrounding customer account services, aimed at both advisers and customers.


The adviser-facing website includes details of the new literature, a video interview with head of mortgage servicing Suzanne Latimer, case studies and insight from the wider customer account servicing team on what great service means to them.

Meanwhile, the customer-facing website includes details of the new literature, a promise to Pure customers of what its committed to providing regarding service standards, insight from the customer account servicing team, and a competition to celebrate the launch of the refresh.

Commenting on the launch of the new materials, Latimer says: “We’re always looking at ways to add value to our customers’ time with us, and these latest materials demonstrate our commitment to giving them as positive an experience as possible.”

“At a time when people are both exploring equity release and looking to adapt their existing plans to their circumstances, being able to offer resources that help customers make informed decisions is what we’re all about.”


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