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PRESS.
WE’RE HERE TO SUPPORT YOU
NEW SOCIAL MEDIA APPROVAL PROCESS
TOOLBOX ENHANCEMENTS
CONTINUING TO SUPPORT YOU FROM WHERE-EVER
WE ARE
RESPONDING TO YOUR REQUESTS BUT STILL
KEEPING YOUR FINANCIAL PROMOTIONS COMPLIANT
UPDATES SUGGESTED BY BROKERS FOR BROKERS FOR A MORE EFFICIENT
SYSTEM
APRIL 2020 WWW.PRIMIS.CO.UK
WHAT A MONTH IT’S BEEN!
IT’S CLEAR YOU HAVE ALL ADAPTED YOUR BUSINESS MODELS TO ENSURE YOU CONTINUE TO OFFER YOUR CUSTOMERS OUTSTANDING ONGOING SUPPORT AND ADVICE. YOUR BUSINESS ACTIVITY LEVELS HAVE BEEN AMAZING, AND I WOULD LIKE TO THANK YOU FOR YOUR
ENDURING DEDICATION AND PROFESSIONALISM.
Whilst the impact of the current climate has temporarily impacted some of our smaller lender partners, it is reassuring to see many lenders still offering high
LTV products and taking a pragmatic approach to valuations. The payment holidays that most lenders are offering should also help to assist your customers
financially at this time.
Likewise, I am confident that we will see further innovative solutions from our protection partners. We are continuing to keep you updated on these
enhancements on the dedicated COVID-19 area within Toolbox, via the Experts Team and on Lemonade.
You may have seen in a recent market update, LSL noted we have a strong and resilient Financial Services business, a strong track-record of navigating through periods of challenging market conditions and that the Group is well capitalised.
The long-term prosperous future of our financial services business, and the people in it, is our priority right now and we will continue to take decisions to
ensure the business retains its strong position in the market. Our support to you, as ever, remains unequivocal.
Please continue to stay safe, keep in touch and rest assured that we have your businesses at the heart of everything we are doing.
Jon Round Group Financial Services Director
01 | APRIL 2020
UPCOMING VIRTUAL EVENTSWE MAY NOT BE ABLE TO MEET IN PERSON, BUT THAT DOESN’T MEAN WE CAN’T VIRTUALLY. HERE YOU’LL FIND AN ARRAY OF UPCOMING ONLINE VIRTUAL EVENTS.
MORTGAGE WEBINARS
These webinars will provide you with the perfect platform to have dialogue with lenders, giving you the opportunity to find out more about new areas of development in order to grow your business. This also serves as an exclusive opportunity for lender partners to get valuable feedback and input direct from brokers on products, processes and service.
6TH MAY – MIDLANDS 7TH MAY – SOUTH EAST
To register for a webinar click here
Webinars for North West and North East have already been held this month. Summaries and recordings are available on Lemonade.
We’re organising a series of virtual events for you and they are coming up over the next few weeks. You’ll hear from our employees and special guests and you will be able to join GI Masterclasses, Wills & Trusts sessions, IP Masterclasses, Business Protection events and more!
To see all upcoming virtual events please see our dedicated section on the Lemonade site and check the Training Matters page too.
For guidance on event booking on Training Matters click here.
KNOW ABOUT AN UPCOMING VIRTUAL EVENT YOU’D LIKE TO SHARE?
E-mail us at [email protected] and we’ll include it here.
02 | APRIL 2020
TOOLBOX ENHANCEMENTS
THROUGHOUT THE YEAR WE’RE CONTINUOUSLY MAKING ENHANCEMENTS TO TOOLBOX, MANY OF WHICH ARE A DIRECT RESULT OF BROKER FEEDBACK.
Every year 10 Toolbox releases are deployed across the Network, each packed with developments that improve advice process efficiency and user experience, both for the brokers and clients. In addition, we deploy patch releases (11 in the last 12 months). These include developments that are required as urgent fixes to maintain operational performance and to meet regulatory/compliance requirements.
We continue to keep abreast of industry best practices for the prevention of criminals attacking and breaching our systems. As a result, many developments to Toolbox and our infrastructure relate to maintaining a robust protection framework to ensure customers’ data is secure.
Here is a reminder of some key changes we’ve made this year so far…
RELEASE #1 JANUARY – 43 DEVELOPMENTS
Highlights of the January release included:
� Branch tab – fees and commission payments grids and unreconciled policy payments
� Fact Find – hiding columns for joint reviews
� MortgageSource – indicative quotation sourcing and property location
� Protection Policies – switch business recording
Click here to view the January release notes.
RELEASE #2 FEBRUARY – 45 DEVELOPMENTS
During the February release we made these key improvements:
� Old style Branch and Adviser reports – preparation for removal in readiness for new ones to be used
03 | APRIL 2020
� Proc fee error message – a handy error message now pops up if proc fee amount is added to proc fee rate
� New policy format – there is a new format for buildings and contents, buy-to-let and accident, sickness and unemployment policies
� SolutionBuilder – more data can now be pulled when creating a policy via SolutionBuilder
� Insightful Edge – removed now all brokers are using MAZE
Re-visit February’s release notes here.
RELEASE #3 APRIL – 34 DEVELOPMENTS
This month we have updated a variety of areas including:
� Top tips – on true costs when sourcing and deleting attachments
� Branch and Adviser reports – old ones being removed – date tbc
� TCF questionnaire – Insightful Edge de-commissioned
� Mortgage and Protection workflows – recognising vulnerable and own client cases
� Indicative mortgage sourcing – generating illustrations for multiple clients
� Equity Release policy – £19,999 limit removal
� CORT terminology update – sections re-named
� The Exchange – launched
� Training Matters – access through Toolbox homepage
Access all of the notes for the April release here.
Have you got a suggestion for Toolbox?
We’d love to hear your feedback. Get in touch at [email protected].
Simon Breakspear Member Services Director
04 | APRIL 2020
NEW SOCIAL MEDIA APPROVAL PROCESSYOU’LL NO DOUBT BE LOOKING FOR NEW WAYS TO STAY IN TOUCH WITH YOUR CLIENTS AND GIVE THEM THE SAME LEVEL OF SERVICE YOU ALWAYS HAVE. TO HELP YOU WE’VE RECENTLY ISSUED GUIDANCE ON OUR UPDATED SOCIAL MEDIA APPROVAL PROCESS.
WE NOW HAVE TWO ROUTES:
OPTION 1
Take a test and gain a social media licence. Licences will be required for any individual posting financial promotions on behalf of their business. Once the user has demonstrated the required level of knowledge and understanding, a licence will be granted for one year.
The licence will permit the holder to post on business social media channels freely without any intervention or further approval from the Financial Promotions Team.
In order to ensure on-going compliance, the Financial Promotions Team will routinely make spot checks on all channels and contact the licence holder if there are any concerns. The Network will retain the right to withdraw the licence from the holder if frequent issues occur.
OPTION 2
For those who opt not to have a Social Media licence, proposed posts can be sent to the Financial Promotions Team for approval. The Team will respond within the agreed 48 hour SLA.
WHAT NEXT?
Please read the updated “Advertising, Marketing and Social Media Policy and Guidance” document. This can be found on Toolbox under Document Library>Compliance Manual>Financial Promotions.
Then contact [email protected] and ask to take the test. The Financial Promotions Team will arrange for it to be made available to you via Training Matters. The test should take approximately 30 minutes and you will be permitted three attempts to reach the 80% pass mark.
When you pass you will be asked to share links to all your business social media channels for our on-going oversight. Your licence will be registered on Training Matters and in due course, you will be prompted to refresh it to ensure that your licence stays up to date.
If you don’t pass, you can try again. Our Financial Promotions Team can provide you with advice to increase your understanding of the subject so please call for a chat. At the same time, they can reset the Training Matters module for you to have a further attempt.
Jamie Bowyer and Shaber Ahmed, our Financial Promotions experts, are available to help you via [email protected]. Please get in touch to benefit from their advice and start the process of gaining your social media licence today.
05 | APRIL 2020
LEMONADEA NEW, CLEAR, COOL AND REFRESHING WEBSITE DESIGNED FOR YOU
We’ve created a brand new microsite, updated daily, to share best practice across our Network.
This site will evolve and change over time. It’s packed full of inspirational material to refresh your ideas and help keep the fizz in your business.
WE’RE GATHERING INSIGHT FROM A VARIETY OF SOURCES INCLUDING:
� Your market leading colleagues � PRIMIS’ subject matter experts � Thought leaders
CONTENT INCLUDES:
� Pre-approved protection template letters
� Links to webinars, virtual events, social media masterclasses
� Tips on how to improve your digital media presence
� Motivational videos
� Recommended reading lists
AND LOTS MORE!!!
Access Lemonade here.
OVER TO YOU
Are you hosting a virtual event? Maybe you have a fantastic book recommendation or a brilliant motivational quote? We’d encourage you to share your learnings and ideas too – please contact us at [email protected] so we can feature them on Lemonade.
We look forward to hearing from you.
06 | APRIL 2020
PRIMIS TEAM IS HERE TO SUPPORT YOU!IN THESE UNPRECEDENTED TIMES, WE ARE ALL LEARNING HOW TO DO THINGS DIFFERENTLY. WE ARE STILL HERE, OFFERING THE SAME WORLD CLASS SUPPORT WE ALWAYS HAVE, JUST IN A SLIGHTLY DIFFERENT WAY!
We’ve shared messages from our Leadership Team and we would love to hear your feedback.
This month we’ve heard from:
RICH PAUL
TONIJON
07 | APRIL 2020
We’ve also released a series of short clips on PRIMIS’ social media channels. There’ll be a couple every week, so please “like” and “share” when you see them!
#PROUDTOBEPRIMISTHERE’S ALSO BEEN A MESSAGE FROM OUR WIDER TEAM!
STAY SAFE. WE’VE GOT THIS.08 | APRIL 2020
YOU CAN GET IN TOUCH WITH US USING THE BELOW DETAILS OR EMAIL [email protected].
BROKER SERVICES
For queries on agency codes or applications
COMMUNICATIONS
For queries on receiving emails from PRIMIS
COMPLAINTS
For updates on complaint cases or to report any complaints
PTFS - [email protected]
FC & AMF - [email protected]
COMPLIANCE POLICY
For guidance on our policies, please contact your ASM or email
CUSTOMER OUTCOMES REVIEW TEAM
For queries on case checks
Chippenham - [email protected]
Solihull - [email protected]
DATA PROTECTION
For GDPR or data protection related queries or data subject access requests
FEES
For commission related queries
FINANCIAL CRIME
For AML, ID, CDD, Suspcious Activty Reports info email [email protected]
For guidance, ongoing case updatess, or application queries email [email protected]
FINANCIAL PROMOTIONS
For approval of client-facing marketing materials, including social media
IT HELPDESK
For IT queries and Toolbox errors
PRODUCT DESK
For panel queries about lenders, providers from criteria or trouble placing a case
TRAINING
For training course queries
09 | APRIL 2020
WE’VE GATHERED A FEW NEW RECRUITSWHILST WORKING FROM HOME IT SEEMS OUR PRIMIS PETS ARE KEEN TO GET IN ON THE ACTION TOO. HERE ARE JUST A FEW OF OUR - MAINLY FURRY - FRIENDS ...
10 | APRIL 2020
Treacle – Sproodle Frazer Shaw – Desig and Multimedia Executive
Bennie – Rough CollieChloe Mercer – Broker Services Consultant
Charlie – TabbyStephen Bowring – IT Support Team Leader
Kubo & LunaKelly Russell – Comms Assistant
Malabar – Golden RetrieverGabriela Silion – Head of Compliance Oversight
Sharpei Luna and Rottweiler RudiRomarna Dutton – Training Support Executive
Colin – Corn SnakeBex Harris – Financial Monitoring Officer
Lilly – Beagle Stacey Vincent – Commisions Consultant
CHARITY ACHIEVEMENTS DOING US PROUDTOGETHER WE CAN MAKE A DIFFERENCE.
Congratulations to Simone Hall of Premier Choice Mortgages Ltd who has been fundraising for Scotty’s Little Soldiers since January this year.
The Scotty’s Little Soldiers is a charity supports bereaved UK armed forces children and young people and it is close to Simone’s heart.
Simone has raised £3,491 so far this year and aiming to get them £5,000.
Thank you to everyone who made donations, but please feel free to click here and make a small donation for this fantastic cause!
Well done Simone!!!
NatWest Intermediary Solutions
ONLY FOR USE BY MORTGAGE INTERMEDIARIES
We’re delighted to have earned a fi ve star rating in the Financial Adviser Service Awards three years in a row. And we were also named no.1 lender for overall service in 2016
and 2018. What makes this special is that these awards are voted for by you.
From our BDMs to our mortgage processing, we’ve got you and your mortgage customers at the heart of everything we do year in, year out.
For more information go to intermediary.natwest.com or log on to LiveTALK
We think you deservefi ve star service every year
11 | APRIL 2020
NatWest Intermediary Solutions
ONLY FOR USE BY MORTGAGE INTERMEDIARIES
We’re delighted to have earned a fi ve star rating in the Financial Adviser Service Awards three years in a row. And we were also named no.1 lender for overall service in 2016
and 2018. What makes this special is that these awards are voted for by you.
From our BDMs to our mortgage processing, we’ve got you and your mortgage customers at the heart of everything we do year in, year out.
For more information go to intermediary.natwest.com or log on to LiveTALK
We think you deservefi ve star service every year
PRIDE CORNERCONGRATULATIONS TO DAVID WILKINSON OF LOOK 4 MORTGAGES FOR WINNING BROKER OF THE YEAR AT THE LEEDS & WEST YORKSHIRE PRESTIGE AWARDS – WELL DONE!
Congratulations to all of our PRIDE members that have made awards shortlists recently!
Our own PRIDE member – Dave Woodbridge and the Training Team have worked tirelessly over the recent weeks to reproduce the training and development programme to be delivered virtually. They have run 65 events and trained 3,480 people in April.
Well done Dave and the Team!
WHO’S ZOOMIN’ WHO?
We’re still keeping in touch with eachother for work purposes (and a few laughs). Below are some screenshots of team meetings and quizzes that are happening thanks to the internet !
13 | APRIL 2020
LET’S GET SOCIAL.
PRIMISMortgageNetwork
@PRIMISNetwork
PRIMIS Mortgage Network
www.primis.co.uk
Like, follow and connect with us to keep up-to-date with all things PRIMIS!
