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Terms & Conditions


My Safe Home Limited is a mortgage intermediary that acts on behalf of clients to help arrange their mortgage.

We specialise in arranging HOLD (Home Ownership for people with Long-term Disabilities) mortgages for people with disabilities or support needs and therefore only offer a specific product from a carefully selected panel of providers. We do not offer mortgages that can only be obtained by going direct to a lender.

Our status

My Safe Home Limited of 1 Sycamore Court, Birmingham Road, Coventry CV5 9BA is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA Register number is 314277.

Our permitted business is advising and arranging mortgage contracts.

You can check this on the FCA’s Register by visiting the website or by contacting the FCA on 0800 111 6768.

The FCA is the independent watchdog that regulates financial services. You should use the following information to decide if our services are right for you.


In the normal course of our business we receive income as follows:

  • We charge an initial fee of £1850 to prepare applicants for the purchase of their property and provide housing cost support then a fee of £2000 for arranging their mortgage. This second fee is payable at the time of making the mortgage application. In the event that the mortgage does not proceed then we will refund both fees
  • We will usually receive a commission of .35% of the mortgage amount. This is paid to us by the mortgage provider. On a mortgage of £100,000 this would be £350.
  • We reserve the right to make other charges, details of which will be provided in writing before conclusion of the contract.

Applicants will receive an illustration which will tell you about any other fees or charges relating to any particular mortgage contract.

Client Money

We do not hold client money. We will not accept a cheque or any other form of payment made payable to us unless this is for fees or charges due to us.


We – My Safe Home Limited – are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Mortgage advising and arranging is covered for 100% of the first £50,000. Further information about the compensation scheme arrangements is available from the FSCS.

NB: My Safe Future, our sister company IS NOT covered by the Financial Services Compensation Scheme (FSCS).


All personal information held by us in relation to applicants will be treated with the utmost confidence and, where appropriate, in accordance with data protection legislation, notably the Data Protection Act 1998 including the provisions of the GDPR (General Data Protection Regulation) 2018.

Applicants are required to confirm that we may use and disclose information that we have about them in the normal course of arranging and administering their mortgage contract. This confirmation extends to our sister business My Safe Future Limited which shares the same Director and members of staff (and are therefore NOT independent of each other). For further information please see our separate Data Protection document.

Conflicts of interest

It is the policy of our firm to avoid conflicts of interest in providing services to applicants. Should an unavoidable conflict of interest arise we will advise them of this in writing before providing them with any service.

Third Party Rights

Unless otherwise agreed in writing, no term of our agreement is enforceable under the Contracts (Rights of Third Parties) Act 1999. Activities undertaken by us under this agreement are provided for an applicant’s sole use and they shall not be entitled to permit third party access to this information without our express written permission.


We or any of our applicants may terminate our authority to act on their behalf at any time without notice period or penalty. Notice of termination must be given in writing and will be without prejudice to the completion of any transactions already initiated.

Any business currently in progress will be completed unless we receive instructions to the contrary. Any fees outstanding at the date of termination will be due within four weeks of the termination date.

Governing law

This ‘Terms of Business’ shall be governed by and construed in accordance with the Laws of England and Wales and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

Your home may be repossessed if you do not keep up repayments on your mortgage.


We take all complaints seriously and the following describes the procedures, which are in accordance with the requirements of our regulator, the Financial Conduct Authority that we will follow.

Any complaint you have should be referred in the first instance to:

Compliance Oversight Officer

My Safe Home Limited

1 Sycamore Court, Birmingham Road

Coventry, CV5 9BA

02476 402211

Immediately upon receipt of your complaint, our Compliance Oversight Officer will determine whether you are an eligible complainant and whether your complaint is an eligible complaint. Where we are unable to determine your classification, we may contact you to obtain further information. Complainants who are not eligible complainants and complaints that are not eligible complaints may not be subject to all of these procedures.

Where our Compliance Oversight Officer has reasonable grounds to be satisfied that another firm may be solely responsible for your complaint, he may refer your complaint to the other firm. This referral will be made in writing and usually within five business days from the date of complaint. The Compliance Oversight Officer will inform you of his actions in writing and will include the other firm’s contact details.

Where our Compliance Oversight Officer has reasonable grounds to be satisfied that another firm may be jointly responsible, he will follow the same procedure as set out above however, he will follow our normal complaints procedures in respect of the part of the complaint for which we are responsible.

If we are able to resolve your complaint (that is you and we agree to a resolution of your complaint) by the close of the third business day after receipt of your complaint, your complaint will not be subject to all of our complaints procedures. Therefore, not all of the following will apply.

If we are not able to resolve your complaint by the close of the third business day after receipt of your complaint, your complaint will be subject to all of our complaints procedures as detailed below.

Upon receipt of a complaint our Compliance Oversight Officer or their nominee will send you a written acknowledgement of the complaint that will include:

(i) the name of the Compliance Oversight Officer and contact details;

(ii) a statement that a written report will follow once the investigation is complete;

(iii) confirmation that, if your complaint has not been resolved within four weeks of receipt, a holding letter will be sent to you that confirms why we are not yet in a position to resolve your complaint and setting a date by when we will make further contact;

(iv) in the case of an oral complaint only, a statement of our understanding of the nature of your complaint and a request for you to confirm this in writing; and

(v) a copy of these procedures.

This written acknowledgement will normally be sent to you within five business days of receipt of the complaint.

We will keep you informed about the progress of the progress of the complaint investigation.

If we have not completed our investigations within four weeks of receipt of the complaint we will normally write to you explaining why the complaint investigation has not yet been completed and indicating the date by which it is expected we will write to you again.

Where possible, we will make every effort to resolve your complaint within the first four weeks.

If the investigation has still not been completed after eight weeks, we will send you a further letter stating that we are still not in a position to provide a final response, explaining the reasons for the delay and providing a further target date for resolution of your complaint.

This letter will also advise you that, you may have the right to refer the matter to the Financial Ombudsman Service (“FOS”) if you are dissatisfied with the delay. We will also include a copy of the FOS explanatory leaflet “Your complaint and the Ombudsman”.

Once the investigation is complete, a final response letter will be sent by the Compliance Oversight Officer that will provide you with a summary of our investigation and our decision in the matter. This will also include a copy of the FOS explanatory leaflet.

If at this stage you are dissatisfied with the outcome of our investigation, and have an eligible complaint, and wish to refer the matter to the FOS, you must do so within six months of the date of the final response letter or you may lose the right to refer the complaint.

We are also obliged to make regular reports to the Financial Conduct Authority detailing the number and breakdown of all complaints (eligible complaints received from eligible complainants) we have received during the previous six months including those that are stilloutstanding.

NB: My Safe Future, our sister company IS NOT covered by The Financial Ombudsman Service or the Financial Services Compensation Scheme (FSCS).

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