At Orchard Mortgage Solutions, we are committed to providing a professional and supportive service to all of our clients. We understand that some individuals may face circumstances that make them more vulnerable, either temporarily or on an ongoing basis. Our aim is to ensure that every customer is treated fairly, with dignity and respect, and that we deliver outcomes that meet their individual needs.
What Is a Vulnerable Customer?
A vulnerable customer is someone who, due to their personal circumstances, may be less able to make informed decisions or may be at greater risk of financial harm. This vulnerability may be permanent, temporary, or fluctuating.
Examples of vulnerability may include (but are not limited to):
Mental health conditions such as anxiety or depression
Physical disability or illness
Cognitive impairment or learning difficulties
Bereavement, divorce, or other significant life events
Low literacy, language barriers, or difficulty understanding complex information
Financial hardship or debt
Age-related challenges (elderly or very young adults)
We acknowledge that vulnerability is personal and varied. It can affect anyone at any time.
Our Commitment to You
We take our responsibility seriously and will always:
Treat customers with sensitivity, empathy, and patience
Offer information in a way that is clear, jargon-free, and easy to understand
Make reasonable adjustments to how we deliver our services to support your needs
Take extra care when providing advice to ensure full understanding and suitability
Never rush or pressure customers into decisions
Signpost or refer to external support services where appropriate
Protect your privacy and treat all disclosures in strict confidence
How We Identify and Support Vulnerable Customers
Our staff receive training to help them recognise signs of vulnerability and respond appropriately. If we identify that you may be vulnerable, or if you choose to share information with us, we will:
Ask how you would prefer to communicate (e.g., phone, email, letter, in-person)
Offer extra time and explanation when discussing products or documents
Involve a trusted third party at your request
Take steps to ensure you understand the information and implications of any decisions
Tailor our service based on your preferences and needs
Letting Us Know
If you believe you may be in a vulnerable situation or feel that additional support would help you, please let us know. We’re here to help and will do our utmost to make the process easier and more comfortable for you.
All information shared will be treated in the strictest confidence and only used to improve your experience with us.
Continuous Improvement
We regularly review our Vulnerable Customer Policy to ensure it remains effective and relevant. Feedback is always welcome to help us improve how we support our clients.
Updated 8th August 2025
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Great Service throughout the application. Jatinder Paji, very professional, kind and helpful throughout. Ring him anytime or leave a message, always there to advise not only on… More the Mortgage but any other advise you not sure of. Brilliant 5 star service. Can't recommend enough. Thanks for your support throughout.
I had an absolutely fantastic experience with Orchard Financial Solutions! From start to finish, the service was professional, clear, and incredibly supportive. A special thank… More you to Andrew Stewart, who went above and beyond to guide me through the entire process. His knowledge, patience, and genuine care made everything so much easier and stress-free.I truly felt like I was in safe hands, and I couldn’t be happier with the outcome. I’ll definitely be recommending Orchard Financial Solutions—and Andrew in particular—to all my friends and family. First-class service all the way.
Andrew and Orchard made our dreams a reality!Andrew was fantastic, he sourced a mortgage even with some adverse credit issues where others may have struggled.Andrew has a vast… More knowledge of the mortgage market and is the man to go to for challenging cases, he’s determined to get a positive outcome at all times.Andrew was available extremely responsive, highly attentive he made us feel like valued clients.Thanks Andrew for your help and assistance and of course for getting involved all the way through from mortgage application to completion, I would highly recommend anyone looking for a mortgage to contact. Andrew and the team at Orchard.
We recently completed a remortgage within 4 weeks with Orchard Mortgage Solutions. The service provided was exceptional and communication was top-notch, Andrew kept us informed… More every step of the way. The team at Orchard Mortgage Solutions were professional and efficient and made the entire remortgage process seamless and stress-free. We felt well taken care of during the entire transaction and we were impressed by their dedication to customer satisfaction.We cannot say enough good things about this company and will be using them for any future mortgage needs.Thank you, Orchard Mortgage Solutions, for a job well done!
We recently completed a remortgage in a matter of weeks (much quicker than expected) through Orchard Mortgage Solutions and I would not hesitate to recommend the company. Andrew… More kept in touch throughout the various stages and also guided us when getting affairs in order and gathering documents together to ensure a quick and positive outcome. We could have gone with a different broker who would have charged a lower fee but, from the outset, Andrew's advice and communication - without ever being 'pushy' - convinced us that our interests were best served by him. I would certainly use the company again if needed in future.
I recently had the pleasure of working with Orchard Mortgage Solutions, specifically with Andrew, to secure a mortgage as a first-time buyer. I cannot express enough how grateful… More I am for the exceptional service and support I received throughout the entire process. One aspect that truly impressed me was the time and effort Andrew spent explaining complex mortgage information in plain English. As a first-time buyer, I had many questions and concerns, and Andrew patiently walked me through each step, ensuring I fully understood the details. His ability to simplify complex concepts made me feel confident and empowered in making informed decisions.The communication from Orchard Mortgage Solutions was top-notch. The team were always prompt in responding to my inquiries, providing updates, and keeping me informed of any progress or changes. Their clear and concise communication style made the entire process smooth and stress-free. What sets Orchard Mortgage Solutions apart is their friendly and personable service. Andrew's approachability and willingness to go the extra mile made me feel valued as a customer. He took the time to understand my unique needs and provided solutions that aligned perfectly with my requirements.I cannot recommend Orchard Mortgage Solutions enough, especially for first-time buyers. Their dedication to providing exceptional service, combined with Andrew's expertise and friendly demeanour, made the mortgage process a positive and enjoyable experience.
My wife and I have consulted Andrew at Orchard Mortgage Solutions when our existing mortgage offer was about to end.Communications between us has been excellent. We have received… More updates throughout the process and highly recommend Andrew and company unreservedly. We would like to use this review to offer our sincere thanks for all the excellent guidance and advice.Catherine and Dr David Sands
Andrew was extremely knowledgeable and helpful throughout the whole process. He offered great insight and his advice was exceptional. Fantastic service, would highly recommend.… More
We use Orchard to re-mortgage and found them extremely helpful very knowledgeable. Andrew was always available when needed. But definitely use them again
I can not understate the excellence of this company . Amazing service and Andrew in particular went way above and beyond the call of duty . Helped me thru one of the trickiest… More , hardest ,most complex and frustrating situations / applications ever . 10 out of 10 , 5 star and brilliant all round company .Thank you so much !
I have been delighted with the service that I have received through using Orchard Mortgage Solutions. I have had the pleasure of working with Andrew who has been extremely supportive… More and patient throughout the process. I would recommend this company without hesitation. Thank you once again.
I recently had the pleasure of working with Orchard Mortgage Solutions, and I must say that my experience was nothing short of exceptional. From start to finish, the team, led… More by Andrew Stewart, demonstrated a level of professionalism and expertise that exceeded my expectations.One aspect that truly stood out was the speed at which Orchard Mortgage Solutions operated. They were incredibly efficient in processing my mortgage application, ensuring that everything was handled promptly and accurately. This allowed me to move forward with my plans without any unnecessary delays.The service levels provided by Orchard Mortgage Solutions were truly outstanding. The team was attentive, responsive. Their commitment to delivering a seamless and stress-free experience was evident in every interaction. I highly recommend contacting to Orchard Mortgage Solutions.
Andrew demonstrated brilliance from start to finish, leaving no stone unturned with his exceptionally detailed service. I cannot thank him and his team enough.
What an amazing company. We have been struggling to get a mortgage for a few years now. But Orchard mortgage solution didn’t give up on us and secured us a mortgage. Which has… More helped us so much.They are very professional, the communication we received was Brillant and I would recommend this company to anyone who is looking for a mortgage.
I recently had a fab experience with Andrew and the Team at Orchard Mortgage Solutions! They helped me to secure a mortgage for my new home, which wasn't an easy task!Throughout… More the entire process, they were patient (with my many questions!), helpful, friendly and the level of customer service was fantastic with a very quick response time!They even took advantage of the lengthy time it took our solicitors to complete by reapplying for the mortgage when the rates dropped!Overall, I highly recommend Orchard Mortgage Solutions to anyone in search of a mortgage!
Remortgaging is never an easy process, especially at this point in time with interest rates so variable. The different options are overwhelming - not so once Orchard got to work.The… More options we were presented with far exceeded the ones our own searches had identified. Add on top the need to unlock money for home renovations and it could easily have become an even more arduous process - Andrew’s advice on this was priceless!Thanks to their clear communication and ease of doing business, we’ve switched lenders and are getting on with life. We’d strongly suggest you do the same.
I recently had the pleasure of working with Orchard Mortgage Solutions and from the very beginning, Andrew was patient, understanding and so helpful in explaining everything to… More me. Nothing was too much trouble. Throughout the entire mortgage process, Orchard provided updates, and explained each step in a simple and easy-to-understand manner. I would highly recommend.
As first time buyers Andrew has been priceless for me and my partner. We knew very little about the whole process to begin with but Andrew explained everything and we never once… More felt like we didn't understand anything. We have heard how stressful buying your first house can be however we believe because we had Andrew this stress was very little and at no point did we feel overwhelmed with the process.Andrew made himself available to talk us through any questions or queries we had and his advice was always comforting during the process.I would absolutely recommend Andrew to anybody, we are very grateful for how much he helped us.
Me and my Partner needed help with fixing our mortgage rates, adding a new name to the house and also life insurance for us both. Overall we were dealt with promptly, we felt understood… More in our needs and then everything was explained thoroughly to us about what our options were going forward. Throughout the whole process if we had any questions at all we had an instant response. Very good service.
Excellent knowledge and information provision. So attentive towards applications and progress of applications. Andrew even switched our product hours before completion in order… More to secure a better rate. This service is essential. It made our lives easier and Andrew took our stresses away.
I can heartily recommend Orchard Financial Solutions. Andrew and his team offer the kind of service that, I can only imagine, is normally reserved for VIPs. We approached Andrew… More as a result of a recommendation and it's one of the best decisions we've ever made. Quite apart from knowing his job inside out, Andrew's client service levels are high. Our experience has been nothing but good. At a time when interest rates are volatile, Andrew's counsel has enabled us to ride out the storm and gain a mortgage offer. It might sound like a small problem, but it's a big deal for us and, while I want to keep Orchard Financial Solutions my secret, I feel compelled to write this as I hope others will benefit as we have. Our experience couldn't be more different than the 'computer says no' attitude of many traditional financial services providers. Andrew really works the job through to completion and is at the end of the phone every step of the way.
Our experience with Orchard Mortgage has simply been above and beyond. From the beginning we felt like we were getting the best knowledge, advice and consideration to our varying… More needs. Right to the end when dealing with difficult legal firms, our broker Andrew Stewart and his team, have shown real tenacity to get the deal done. Would absolutely recommend and feel we have trusted financial services for life.
Andrew has been very efficient and helpful to get us a buy to let mortgage at a moment where the offers were disappearing from the market, following the mini budget crisis. His… More explanations were clear and informative. We would definitely recommend Orchard Mortgage Solutions.
Orchard were brilliant, Andrew was very knowledgeable and friendly. He kept me informed every step of the way and nothing was too much trouble. Excellent service I would highly… More recommend to anyone, thanks again Andrew for all your help.
Andrew at Orchard provided us with great mortgage advice. He took the time to really understand our situation and laid out our options in a clear and straightforward way. He kept… More in touch on a regular basis and made the whole process feel totally hassle free. I can't recommend him and Orchard highly enough.
I called Orchard to explore my options as a business with regards to funding. Whilst we decided that now was not the time to be do this, I was impressed with Andrew's professionalism,… More empathy and ability to understand the issues we were having. I would highly recommend him if you're looking to speak to anyone regarding bringing in additional finance.
Amazing service. These guys know the market inside out, communicate effectively and make the whole process so simple! Would always recommend them to anyone and everyone.
