Client Support

Dedicated support for help when you need it

Taking pride in what we do

Supporting our clients is as equally important to us as developing the solution; we are proud of our consistently high levels of customer service provided to our clients

All our solutions, hardware, databases, operating systems and third party software are supported directly through our experienced Client Services team. We have a dedicated, client-focused team in place, available to take your call, supported by our Service Delivery Manager and dedicated Service Delivery and Account Management team.

 

Our Client Services team have extensive knowledge across our suite of products and clients, using a powerful call management tool to record and prioritise requests as soon as they are received. Our support system is designed to follow the IT Infrastructure Library (ITIL) incident management lifecycle and is configured to ensure that we exceed agreed Service Level Agreements (SLAs) set up between us and our clients.

 

This service is provided during our standard hours, however key trading hours to include early mornings, evenings and weekends can be arranged on an individual basis to match your requirements.

 

In order to maintain a consistently high level of service and quality support for all our clients’, our Service Delivery Managers or Account Managers undertakes regular site visits at agreed intervals.

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Focussed and dedicated support

Our Client Services team is contactable via a dedicated telephone number during business hours.

Outside of these times, our clients can send emails to our dedicated Client Services mailbox or use our self-service support portal. Our self-service portal allows our clients to create, update, track progress and review incidents 24/7.

If required, a tailor-made out of hours support service can be put in place, with a dedicated number connecting you to one of our Financier™ specialists to resolve critical issues.

Our Insights

First-time buyers typically borrowing for 31 years

First-time buyers are borrowing through mortgages that last an average of 31 years as the affordability of homes remains a stretch.

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Consumer finance new business grew by 1% in April 2025

New figures released by the Finance & Leasing Association (FLA) show that consumer finance new business grew in April 2025 by 1% compared with the same month in 2024. In the first four months of 2025, new business in this market was 4% higher than in the same period in 2024.

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Second charge mortgage new business volumes fell by 2% in April 2025

Commenting on the latest new business figures for the second charge mortgage market, Fiona Hoyle, Director of Consumer & Mortgage Finance and Inclusion at the Finance & Leasing Association (FLA), said:

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Average first-time buyer mortgage term is now 31 years

New data from UK Finance has shown that the average first-time buyer mortgage term is now 31 years.

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Mortgages approvals fall for fourth consecutive month

Latest data from the Bank of England has found that net borrowing of mortgage debt by individuals decreased sharply by £13.7 billion to -£0.8 billion in April. This followed an increase in net borrowing by £9.6 billion in March.

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Second charge mortgage new business volumes grew by 18% in March 2025

Commenting on the latest new business figures for the second charge mortgage market, Fiona Hoyle, Director of Consumer & Mortgage Finance and Inclusion at the Finance & Leasing Association (FLA), said:

Read More

Call us on 0845 456 5859

Welcom Digital Limited

The Exchange

Station Parade

Harrogate

HG1 1TS

T 0845 4565859

F 0845 4565253

Office hours

9am to 5.30pm Mon to Fri