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Joint Equity Ltd
► Why email only and why we do not provide telephone support
Due to compliance with FSA regulations on providing regulated advice, we are required to ensure that we have an audit trail of what we say to our Partners for future reference, for you, us and potentially the FSA.
It is now widely accepted that telephone conversations can be misinterpreted or misunderstood which is why all financial companies now record all phone calls, they often say for training purposes but it is in case of a future complaint to the FSA.
Providing accurate and clear information on the Joint Equity home purchase scheme and on how we work is our number one priority and there are an awful lot of sharks in our business which we do not want to be confused with ever. Buying a home is the biggest purchase any of us make and we want you to be sure you have all the relevant information which is why we have such a big web site and the Joint Equity Information Pack and Partners’ Contract are available for you to download from your Partner’s area in our database. Click here to log in to your Partners area http://www.jointequity.co.uk/login.html Or click Partners Login at the top of every page.
We therefore made a decision not to have a call centre or provide a telephone enquiry line and to restrict all our communication to email. In this way both you and us have a record of what was said and the potential ambiguity of telephone conversations is removed.
This may seem odd at first but it does work, and you can email us at anytime to suit you. Of course you can ask as many questions as you like and it is often easier to do so in an email rather than in a telephone conversation when it is easy to forget that last thing you wanted to ask. With email just send us another email,
One of our Treating Partners Fairly objectives is to reply to 90% of emails within 1 working day and the results are published on our web site here http://www.jointequity.co.uk/tpf2010.html. In 2009 we achieved 91% in under 1 working day but up to April this we only achieved 87% which we are working on to get back over the target.
So please ask us any questions at all by email and we will answer as quickly as possible and as fully as possible.