Customer charter


Our commitment to our customers

We are committed to providing you with a comprehensive and competitive range of loans and related products.

We work in a way that makes the process of arranging your loan simple and easy to understand. We do this in a responsible manner through people who are well trained and act in accordance with the highest standards of honesty and integrity.

We aim to be at the forefront of adopting best practice so as to achieve our aspirations of being world class in everything that we do.

In this way, we hope to earn your trust and confidence and be recognised as the most respected and trusted independent secured loan broker in the UK.

We will always:


Keep things simple

Communicate clearly and explain things in plain English

Help you understand our products and services

Keep things easy

Provide you with a dedicated, UK-based and well trained professional secured loan account manager

Contact you at a suitable time and provide you with regular updates

Keep things personal

Treat you as an individual

Help you choose the most appropriate secured loan for your personal needs

Keep things open

Listen to your views

Answer any questions honestly and deal with any problems quickly and fairly

Keep things professional

Treat you fairly with courtesy and respect

Observe the highest standards of integrity and professional standards

What our customers say about us

Feefo Platinum Service Award
"Superb service , taking away any stress by keeping you fully informed of the progress."

Mr B, Thatcham
01 Jun 2021

"Excellent from start to finish, explaining everything in detail, top job."

Mr L, Uxbridge
26 May 2021

"TLE were really on top of things from start to finish...All in all they were very professional and I wouldn't hesitate to use them again or recommend them."

Mr D, London
25 May 2021

"The Loans Engine were fantastic. I was so impressed with their swift service and a special mention goes to Holly"

Mr H, Edenbridge
14 May 2021

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