When equity release adviser David Griffiths reflects on the three high value equity release cases he placed with the Royal London Equity Release Premier product, one theme rises above the rest: the power of having the right person on the other end of the phone.

David is an equity release adviser who also advises on traditional mortgages, and he is no stranger to complexity. Based in central London at Bevis Marks Private Finance, an appointed representative of Acorn to Oaks Financial Services Ltd, David is part of a team of former HSBC Private Bankers. He has handled valuable properties, unusual ownership structures, and clients who expect a premium level of service.

Even with that background, however, Royal London Equity Release’s Premier Concierge Service stood out. “Having a specific person that I could liaise with consistently made all the difference,” he explains. “I didn’t feel neglected and I never thought, ‘I’m not sure what to do at this point in the process’. Guidance was always at hand.”

A service built for advisers

Royal London Equity Release’s Premier product is designed for properties valued at over £2 million, with clients seeking loans above £100,000. These cases often involve layers of complexity, such as annexes, acreage and unusual construction, and clients may have sophisticated financial backgrounds. For some advisers, that complexity could be frustrating, unless they have the right support.

When advisers place a case with the Premier product, they are partnered with a named Concierge, who provides dedicated support for the duration of a case. “With a conventional, most often mortgage lender, you can’t always get hold of an underwriter. You receive generic emails without a phone number attached, so there is little or no continuity,” David explains. “With the Premier product, I had a named point of contact who was incredibly enthusiastic. She knew the case, knew the client, and knew what I was trying to achieve.”

That continuity, he says, is what allowed him to keep his clients reassured and confident throughout the process.

Responsiveness that goes beyond expectations

High-net-worth cases can be complicated, and it can be particularly frustrating for both the adviser and their client when they are waiting for updates. The Premier Concierge Team work to respond to advisers within just four hours, aiming to provide a quick resolution so that advisers can better serve their clients. One particularly responsive moment has stayed with David.

Late on a Friday afternoon, just before Christmas, a client raised questions about a relatively complex case involving an older property with a significant amount of land. David emailed his Concierge that evening, expecting to wait for a response, but was able to go back to his client sooner than expected. “By first thing on Monday morning she had given me a full explanation,” David says. For his client, who was a little impatient about timelines, that responsiveness was welcomed. “He was most impressed when I told him Royal London Equity Release had responded to his questions already.”

Why exclusive rates matter

The Premier product offers exclusive reduced rates, giving advisers a strong advantage when supporting clients with large, complex cases. For David, that made all the difference for one commercially minded client, who was keen to ensure they were getting the best possible deal. “It was actually the best in the market, because when I was sourcing, the Premier product was coming out top for all of those cases.”

While rate is only one part of long-term suitability, David’s experience highlights the importance of securing a strong lifetime rate. Paired with the product’s wider features, this helped him to feel confident that he was recommending the best solution to his client.

Finding solutions that deliver results

With high value properties, quirky features like annexes, lifts, acreage, flat roofs and unusual layouts can mean that some lenders decline outright.

David recalled a case where several lenders refused to consider a property because it had once had two kitchens. Another rejected a home because it had a small and unobtrusive lift. Royal London Equity Release took a different approach. “On this occasion, other lenders said no immediately,” he says. “Royal London Equity Release actually investigated it. They spoke to the underwriter, looked at the details, and found a way through.”

That willingness to engage, rather than default to decline, made all the difference to David. “The Premier Concierge Service made less straightforward cases feel more manageable,” he adds. “They helped me to keep my clients happy. Questions inevitably arise during a case and application, and the ability to receive prompt answers to questions was invaluable”.

Client satisfaction driven by adviser confidence

For advisers working with wealthy clients, confidence is everything. Using a product with a recognisable financial services brand helped David to deliver the level of service that his clients expect.

One client, initially sceptical about equity release, became more enthusiastic during the advice process once elements were explained more clearly. Another, worried about timelines, was “fulsome in their praise” once the funds were released earlier than anticipated.

In a later case, a client’s spouse, having previously been unaware of some of the benefits of equity release, felt comfortable considering the product after understanding its protections. “She was particularly focused on the fact that nobody could take the property off them if they chose not to cover their monthly interest”, David explains. “That really resonated.”

A service built for the long term

Royal London Equity Release’s leadership has been clear about its commitment to the equity release market. CEO Alan Ritchie describes the clear customer and adviser need for later-life lending, and the business continues to invest in both product and service, establishing a foundation for scalable growth. For advisers like David, that commitment matters. “It’s a really nice market,” he says. “You can help people. And when you’ve got the right support behind you, it’s wonderful.”

David has now placed several large cases with Royal London Equity Release and says that, where appropriate, he intends to continue. “I’d got so used to using you guys,” he admits with a smile. “For the right clients, the product is great and the service makes all the difference.”

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