The Service Pledge Terms & Conditions

 

Service Pledge – March 2023 - Terms and Conditions

The Vida Excellent Service Pledge (the “Pledge”) is available only to registered Intermediaries who make an active mortgage application to Vida, subject to these terms and conditions.

Definitions

  • "Business Hours” means 9.00am to 5.30pm on a Working Day.
  • "Intermediary” means an individual mortgage advisor who is a member of a packager, club or network registered with Vida.
  • “Vida” means Vida Bank Limited Limited trading as Vida Homeloans.
  • "Working Day” means Monday to Friday on a day that is not a public holiday in England, when banks in London are open for business.

The Pledge

  • The Pledge applies to the service provided by Vida only and does not apply during notified periods of staff training, external outages or outside Business Hours.
  • The Pledge applies to a new application where all mandatory documents have been received and fees paid and confirmed by Vida as received on or after 1st March  2023 only (the “Application”). Vida accepts no responsibility for applications that are lost, delayed, misdirected, incomplete or cannot be delivered or entered for any technical or other reason.
  • Where the Intermediary believes Vida has not provided excellent service as set out in the Pledge, Vida will:
    • refund the assessment fee paid relating to the Application, up to a maximum of £195 (inclusive of taxes) (a ‘‘Payment”); or
    • Where an assessment fee has not been paid for a Fee Saver product, pay a one-off equivalent payment, up to a maximum of £195 (inclusive of taxes) (the “Fee Saver Payment”).
  • The Pledge is in addition to and does not prevent the Intermediary or a customer from making a complaint through Vida’s complaints processes.

How to make a claim

  • The Intermediary must notify Vida by submitting a completed form available here, as soon as possible (and within 7 days), if they believe Vida has failed to meet the Pledge (“Request”).
  • Vida reserves its right to reject a Request if not fully completed.
  • Vida will notify the Intermediary within 5 Working Days of receipt of a Request if the Request is eligible.
  • The Intermediary can only make one claim under the Pledge in any 12-month period.

Payments/Fee Saver Payments

  • A Payment will be refunded to the same account initially paid from within 10 Working Days of notification by Vida of an eligible Request.
  • A Fee Saver Payment will be paid to the account notified to Vida within 10 Working Days of notification by Vida of an eligible Request.
  • Payment(s) and Fee Saver Payment(s) are non-exchangeable and non-transferable.

General

  • Subject to the terms of the Pledge, Vida accepts no responsibility for any damage, loss, liability or disappointment incurred or suffered by the Intermediary or their client as a result of the Pledge, Vida’s failure to meet the Pledge or by the Intermediary accepting a Payment or a Fee Saver Payment.
  • Vida shall not be liable for any failure to comply with the Pledge or these terms and conditions where the delay or failure is caused by events, circumstances or causes outside its reasonable control.
  • Nothing in these terms and conditions shall exclude the liability of Vida for death, personal injury, fraud or fraudulent misrepresentation as a result of its negligence.
  • Vida reserves the right at any time and from time to time to modify or discontinue, temporarily or permanently, the Pledge with or without prior notice (including, without limitation, in the case of anticipated, suspected or actual fraud).
  • The decision of Vida is final and binding.
  • The Pledge is available in England, Wales and Scotland only. The Pledge and these terms and conditions are governed by English law and the exclusive jurisdiction of the English courts.