Terms & Conditions

Our service promise  

Eligibility

The Service Promise applies exclusively to new qualifying applications submitted through the more2life Fastpath portal on Flexi, Horizon, Maxi, Omni and Apex plans from 00:01 on 08/09/2026.

For the avoidance of doubt, the application date is defined as the digital timestamp applied within the more2life Fastpath portal when the adviser submits the application. The Service Promise deadline is measured as ten working days from this date, excluding weekends and Bank Holidays.

Qualifying Applications

A qualifying application is one that meets the criteria set out within these Terms & Conditions. Please refer to the exclusions section for property types that are specifically excluded from the Service Promise, together with any additional exclusions.

Compensation

The Service Promise applies only to applications that proceed to completion. Any compensation due under this Service Promise will be paid following completion and issued directly to the customer by cheque within 14 working days.

The compensation payable under this Service Promise is £500 per application. For example, where we are unable to issue an offer within ten working days of the application date and no exclusions apply, compensation of £500 may be payable.

Exclusions

The following circumstances are excluded from the Service Promise.

Property Exclusions
Certain property types require additional investigation and underwriting, resulting in timescales that may be beyond our reasonable control. Accordingly, the following properties are excluded from the Service Promise:

• Leasehold properties.
• Properties requiring further investigation arising from valuation matters, including but not limited to:
• Unadopted roads;
• Flood risk concerns;
• Leased solar panel arrangements; or
• Other significant valuation-related queries.
• Properties subject to title-related queries.
• Properties located outside England and Wales.
• Properties subject to an estate rentcharge.
• Properties where essential repairs have been identified and/or the case is progressing through the VBS process.

Delays Due to Missing Information

The Service Promise will not apply where the adviser, customer and/or the customer's legal representative fails to provide, or delays providing, information or documentation required to progress the application to offer stage or completion.

Valuation Delays

The Service Promise will not apply where our valuation partner is unable to gain reasonable access to the property within ten working days of the application date, whether due to customer availability or circumstances beyond their control.

Examples include, but are not limited to:

• Inability to contact the customer to arrange a valuation appointment.
• The customer being unable to accept the appointment options offered.
• Circumstances preventing our third-party valuation provider from carrying out the inspection.

Please refer to the Valuation Service Level Agreement detailed at the end of this document.

Force Majeure

The Service Promise will not apply in circumstances where, due to events beyond our reasonable control, we are unable to process new business applications within the stated timeframe. Examples may include, but are not limited to, national industrial action, widespread staff absence, or other significant operational disruptions.

more2life reserves the right to amend, suspend, or withdraw this Service Promise at any time. Where possible, reasonable notice will be provided. Should the Service Promise be withdrawn, details of the applicable qualifying criteria and cut-off dates will be clearly communicated.

Complaints and Escalations

At more2life, we are committed to the principles of Treating Customers Fairly, and this Service Promise reflects that commitment. Applications that exceed the ten working day deadline and do not fall within any of the exclusions listed above will qualify for compensation under this Service Promise.

If an adviser believes a customer has been unfairly denied compensation, they may submit an appeal to the Managing Director of Manufacturing, Ben Waugh, at [email protected], providing full details of the case and the reasons for the appeal. Appeals will be reviewed, and a decision communicated within 14 working days of receipt.

Valuation Service Level Agreement 

We work closely with our valuation partners to maintain service standards that support a prompt, efficient and accurate valuation process. Upon submission of an application through the Fastpath portal, a valuation instruction is automatically issued.

Our valuation partner will contact the customer using the details provided within the application. Where a mobile telephone number has been supplied, the customer may also receive a text message enabling them to self-book an appointment. In addition, direct telephone contact will be attempted.

In relation to the above section under Valuation Delays, our agreed SLA requires valuation partners to attempt customer contact at least once per day during the first ten working days following instruction. Where contact cannot be established, regular referrals will be made back to more2life to obtain alternative contact details and support progress of the valuation.