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Published by marketing, 2019-11-25 05:39:03

Moving the Goalposts

Moving the Goalposts.


Case Study

Moving The Goalposts

At Pure Retirement, we appreciate that customers' needs can
become more urgent during the process, and we'll always try

our hardest to accommodate them.

Mrs Smithson*

Required crucial loan of


Mrs Smithson had an application with us at Pure with a provisional date locked in
for completion. On reviewing her records she noticed that the completion date
fell after all of her direct debits came out of her bank account, which ranged from

day-to-day household expenses right the way through to car finance and
mortgage payments, leaving her likely to default on her big-ticket expenses.
Having contacted her bank, she was told that they were unwilling to extend her

an overdraft, leaving her in a highly compromised position.

Unsure of what to do, she contacted us regarding bringing forward her
completion date, meaning the funds would be in her account prior to the
payments being taken, and there being sufficient capital in her account to cover
them. Our Application Support and Post Offer & Completion Teams teams worked
together on a solution, all the while keeping Mrs Smithson informed at every
stage of the process and putting her mind at ease and letting her know that we
were trying everything we could for the best possible outcome. Ultimately our
Post Offer & Completion Manager was able to use her discretion to bring the
completion and associated release of funds forward, meaning Mrs Smithson had

the balance in her account to cover her bills.

She was naturally overjoyed, and commented that ‘‘you’ve not only saved the
day, you have saved my life.’

At Pure Retirement, we recognise that customers sometimes have urgent needs
and we will always try to go above and beyond to find a solution that fits their


*Client names have been changed to provide anonymity

We cannot give any assurances that applications outside our lending criteria will be approved.

This document is for intermediaWryeucseanonnolyt.gNivoeaadnvyicaessisurbaenincegsgtihveant aoprpimlicpaltiieodn.sIt is crucial that customers
seek regulated and best suits their needs.

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