Client First Approach

When you’re seeking a mortgage, it’s easy to get caught up in the numbers game. You want the best deal on what is often the biggest investment of your life. With interest rates and the cost of living a constant concern, it’s tempting to focus solely on finding the lowest rate. But is a focus on rate alone giving you the best outcome? Or is it time to look for a broker who has specific expertise and is dedicated to delivering a truly client-first experience?

At True Capital, our client-first philosophy is more than a catchphrase. It's the foundation of long-term financial success for both our clients and our business.  Our journey into mortgage broking, after rebuilding a career from the ground up as an immigrant to Australia, gave us a deep understanding of the stress and uncertainty people face when making major financial decisions. That personal experience fuels our mission to provide proactive, professional advice in an industry that can often feel overwhelming.

Beyond the Interest Rate

In today's complex lending environment, where brokers facilitate the majority of new home loans, we have a great responsibility. We are not just facilitating a transaction; we are providing insights that shape people's financial futures. The service we provide must extend far beyond simply securing a competitive rate.

The real value lies in a broker who understands your unique goals and provides end-to-end support, even after the loan settles. A loan that isn't reviewed or optimised over its 20- to 30-year term can have a significant impact on your long-term financial security and lifestyle. This is where broker reliability becomes the most important factor. You need a partner who sees your journey as a long-term relationship, not a single transaction.

The True Capital 'Effortless Edge'

Since we launched True Capital, we have continued to achieve a 98% client retention rate. This didn't happen by chance. It's the result of a deliberate, client-centric strategy that focuses on what we call the 'effortless edge.' This approach is built on three key pillars:

1. Proactive Client Care

A great broker stays in touch with you long after the loan settles. They anticipate your needs and provide timely updates. We have built a 48-hour response time commitment into our service, ensuring you can act quickly and make informed decisions. Our proactive 18-month financial health checks are a cornerstone of our service model. These reviews are designed to identify refinancing opportunities, consolidate debt, and enable property portfolio growth, saving some clients tens of thousands of pounds a year.

2. Personalised Service Through Technology

We know that communication is key. We work with clients in the way they prefer - whether that's phone, email, or face-to-face. While we use technology to streamline our workflow, every interaction is tailored to you. Our CRM system tracks every client milestone and preference, so you never have to repeat yourself or chase us for updates. We use digital tools like online document signing and paperless communication to make the process as efficient and stress-free as possible. Technology is not about depersonalisation; it's about making you feel like a priority.

3. Clear Communication and Education

Financial concepts can be daunting. As your broker, my goal is to make sure you feel heard, understood, and empowered. We take the time to explain things in plain language and provide supporting resources to help reinforce your understanding. The best brokers don't just find you a loan; they educate you so you can make confident, informed decisions about your financial future.

Choosing the Right Broker for You

For you, the client, choosing the right broker means looking beyond the promise of the lowest rate. It means finding a partner who is genuinely committed to your long-term success. A strategic broker, providing a tailored plan for your future. One who is steadfast, offering ongoing support and stability. And one who puts service at the heart of everything they do.

The right broker will recognise that loan settlement is just the beginning of your financial journey. They will provide proactive reviews and ongoing support to ensure your investment continues to meet your evolving needs. While many brokers might focus solely on the rate, we believe in prioritising genuine relationships and holistic financial outcomes. This approach has not only driven our growth but, more importantly, has delivered a stress-free, rewarding experience for our clients.

If you are ready to find a strategic partner who is focused on your success, we are here to help. Contact us to have a chat about your current financial situation and discover the difference a client-first approach can make.