Account Servicing

Gold-standard customer service from Pure Retirement

At Pure Retirement our ever-growing Customer Account Servicing team are on hand to help you make the most of your retirement once you’ve taken one of our lifetime mortgages. The team exclusively deal with over-55s, and understand the importance of communicating with empathy, respect and understanding to help you find the right solution for your needs.

In addition, their knowledge of our plans means they can help you with features for all of life’s eventualities. These include further borrowing, taking out a cash facility, adding and removing borrowers, and moving the mortgage to another property.

We recognise that your lives don’t stand still and neither do we, which is why we’re committed to constantly innovating, and to maintaining a service-led culture that keeps you at the forefront of everything we do.

A guide to your lifetime mortgage

Download our new lifetime mortgage guide, designed to explain the process and support we’ll offer you during your time with us. The brochure covers topics such as:

  • Applying for further advances
  • Making partial repayments
  • Redeeming your lifetime mortgage
  • Adding/removing people on your plan
  • Moving your lifetime mortgage to another property
  • Making changes to your property
  • What happens when you pass away or enter long-term care

Our promise to you

We’re committed to offering

  • A dedicated Customer Account Servicing team who exclusively deal with customers over 55
  • New literature to help you understand your plan options
  • A customer-focused culture that puts your needs first
  • A full remit of services, whatever your change in circumstance

Our commitment to great service

We’ll offer market-leading service to you throughout your time with us, driven by our expert equity release knowledge and years of building relationships with our customers. To learn more, click through the carousel below to find out what great service means to our account servicing team.

Contact us

Existing customers wanting to get in touch about their lifetime mortgage can do so by clicking here.

(If you’re thinking of becoming a new customer, please remember that we can only accept new applications through a qualified, independent financial adviser.)

Great Service Competition

We should all shout more about great service, making it an everyday occurrence in all avenues of life, so whether it be at a restaurant, hotel, shopping trip or even at the dentist, tell us your stories about the super service you’ve experienced. See some super service story examples here.

There’ll be a prize for the best super service story we receive so please fill out the form below for your chance to win a £50 Amazon voucher as part of our monthly draw.

This is a lifetime mortgage. To understand the features and risks, ask for a personalised illustration.