Terms of use

At Habito, we're rebuilding the mortgage industry around the customer. We want everything we do to be clear and transparent, and this starts with what you're agreeing to when you sign up with us.

This is all detailed in our terms of use below. Please take the time to read and understand this document, and if you have any questions or feedback let us know at hey@habito.com.

These legal terms, which are governed by English law, are between you and Hey Habito Limited. You will be required to agree to them prior to using our services.

You should read this document alongside our privacy policy and cookie policy. Please note, an up to date version of these documents will always be available on our website www.habito.com.

Who are Habito (Habito/us/we/our) and what do we do?

Hey Habito Limited is a firm authorised and regulated by the Financial Conduct Authority. Our Financial Services Registration number is 714187. Our main business is arranging and advising on regulated mortgage products and arranging life insurance.

We are also registered with the Information Commissioner's Office (ICO); our registration number is ZA153186.

We are a mortgage intermediary service and offer you access to a comprehensive range of mortgage products from a broad panel of lenders in the UK mortgage market. There are a small number of lenders we do not have access to but don't worry – we scan every single product on the market. We will always let you know if we find you a great product but we don't have access to that lender so you can make an informed decision.

Here's a list of lenders we currently have access to. We will update this list as and when we bring on additional lenders.

Our service is currently only available to UK residents for properties that are registered in the UK.

Registering an account with Habito

Our site allows you to set up a free Habito user account to enable you to access and use our product and service.

You will register with your email address and create an account using a password that is personal to you. Please ensure you keep this safe at all times and never reveal it to anyone else. We will also provide functionality to log in with certain third party credentials, for example Google or Facebook.

If you discover, or suspect, that anyone other than you knows your login details you must promptly change your password. If you need any help regarding the security of your account please call us on 0330 223 0996 or email us at hey@habito.com.

We have the right to suspend or disable your account for any reason – including security reasons or if you have breached this contract. This may be done on a temporary or permanent basis.

About our mortgage intermediary service

We will only provide mortgage advice based on your personal information and circumstances; we do not provide execution-only services. Once we have advised you on which mortgage is the most suitable for you, our product (website) enables you to apply for your mortgage via our mortgage experts.

We make recommendations for product that are suitable for you based on your preferences and circumstances. It is your responsibility to ensure that the information you provide is accurate and up to date. We may need to see evidence of it to support your application to the lender.

Prior to applying for a mortgage we will send you the evidence of our research and a mortgage illustration that we have selected for you based on that research. Please take time to review and understand it as it will be based on the information you have provided to us.

Any products that we recommend to you are not provided by our mortgage intermediary service but are instead provided by third party mortgage lenders, who we work with but do not govern.

The products and services on our site may only be applied for by individuals and we will decline any application if it appears to be placed for business purposes. Buy-to-let mortgages are exempt from this clause.

What fees do we charge?

There is no charge to you for our mortgage intermediary service; it's free for all of our customers. Instead when you use our service to buy a product from a third party lender, that lender pays us a commission. We will let you know how much commission we will be paid by the lender prior to you completing your mortgage.

Collecting your data

In order to advise you on the best mortgage for your circumstances we require you to complete:

  1. our fact find form;
  2. our digital mortgage adviser chat bot; and
  3. a lifestyle questionnaire; and
  4. a discussion with one of our Mortgage Experts.

Once these steps have been completed you will be requested to upload documentation to support your application. Some examples of documents we will need are: your passport, bank statements and payslips. These will need to be scanned using a colour flatbed scanner to ensure they are legible. By scanning and sending your documents to us you authorise us to review them. Where necessary, we may request that you provide better quality scans or alternative documentation.

Only when we have approved all of your documentation we will be in a position to submit your mortgage application to your chosen lender.

Please ensure you read our privacy policy in conjunction with these terms of use so that you know how we will process your data.

Applying for a mortgage product

There are various stages involved in applying for a mortgage using our mortgage intermediary service. As part of our service we will guide you through these stages as your application progresses.

Once we have submitted your application to your chosen lender, we will send you an email to confirm that we've done that. We will then work with you and liaise with your lender to complete the process. Completion is the drawdown of your mortgage – when your new lender releases the money for your mortgage. We will continue to keep you informed throughout the mortgage process, either by text, email, phone call or letter.

If you start a mortgage application and do not finish it we will send you a range of reminders offering tips and advice on how to complete your mortgage application.

We may refuse to proceed with an application if:

a. Your chosen product is no longer available and an alternative mortgage cannot be sourced/provided; b. There has been a pricing or description error by the lender and an alternative product cannot be sourced/provided; c. The documentation you provide cannot be verified; d. We believe that you are unlikely to be suitable for a mortgage product that we can provide; e. Your application has been declined by the mortgage provider; f. We have reason to believe that information that you have provided to us is inaccurate or misleading; g. We have reason to believe that you have made a high volume of applications and/or have repeatedly applied and withdrawn these applications; h. You fail our known your customer (KYC), anti-money laundering (AML) and counter-terrorist financing (CTF) due diligence processes; i. The application appears to be for purposes that do not fit within the scope of our service (including as set out in these terms); j. The application is for an address outside of the United Kingdom.

If we are unable process your application, we will contact you at the earliest possible opportunity to inform you.

You agree that we may act on your behalf in liaising with mortgage lenders and any other third parties involved in the mortgage application process.

We are unable to provide any assurance that your application will be approved by a mortgage lender. If or when your application is approved by a mortgage lender, we will have no responsibility for ensuring that the mortgage is entered into or fulfilled (you or the lender may decide not to progress with it).

Should the lender be made aware of any information that may affect their lending decision (before or after approval), they may withdraw your mortgage offer by referring to their terms and conditions. We cannot be held responsible for this.

If you are applying for a mortgage in respect of a property that you wish to purchase, we will not be involved in any way in the purchase process. We will, however, support you wherever we can. It is your responsibility to provide all necessary details of the mortgage product and mortgage provider to your solicitor, estate agent and/or conveyancing practitioner.

You may withdraw your mortgage application at any time before your mortgage has been entered into by calling our help desk on 0330 223 0196, emailing hey@habito.com or contacting us via your customer dashboard on our website.

Please note any non-refundable lender fees already paid by you may not be refunded if you cancel an application. Any fees that are due to be refunded to you will come from the company you have paid them to. We are not liable to you for any refunds.

When your mortgage draws down

Once you have drawn down your mortgage we will keep your information on file. The information and documents you submitted to us are stored on your customer dashboard and we will periodically ask you to ensure your information is up to date so that we can continue to provide you with the best ongoing service.

Mortgage market monitoring

If you enter into a mortgage using our mortgage intermediary services, we may automatically compare your mortgage with other mortgages to ensure you are always on the best possible deal. If we do this, we will notify you if we believe there are other mortgages that may be suitable for you to switch to in light of the information we have about you; for example, we may contact you towards the end of a fixed-rate period on your mortgage.

In order for us to provide an accurate mortgage intermediary service to you please ensure your personal information is up to date. Any changes in your circumstances that are not updated on your account could mean that a mortgage quote we provide may not be the best product for you. We will periodically remind you to keep your details up to date.

Other Habito product features

It is our mission to ensure that everyone is always on the best possible mortgage. As additional benefits to having a Habito account, we will periodically:

  1. Send you communications based on your current mortgage status (for example if you're a first time buyer or are looking to remortgage);
  2. Make coaching tools available to you in order to help you achieve your mortgage goals and home-owning aspirations.

Refer a friend programme

We want the whole of the UK to benefit from Habito's product and service and to achieve this we operate a refer a friend programme. By using our service you authorise us to provide you with a unique refer a friend link that we will periodically use in our communications with you. By using our refer a friend programme you authorise us to use your first name when we communicate to your ‘friend' that you referred them to us.

For more information about our refer a friend programme visit https://www.habito.com/refer.

Changes we make to these terms

We may change these terms at any time. We will let you know when we do change them, usually by email. We'll highlight the changes we make so that you can clearly see them. If you do not agree with the amended terms, you are entitled to stop using our site and services at any time.

Our right to withdraw or suspend the mortgage intermediary services

We may withdraw or suspend our mortgage intermediary services at any time and for any reason. If you are registered with us, we will contact you to let you know that we are going to suspend or stop providing the service. We will endeavour to let you know at least two weeks in advance. In some circumstances, however, we may need to withdraw or suspend our mortgage intermediary services without notice – for example if that reason is beyond our reasonable control.

Access to our website

We will regularly review our website and will do our best to ensure that it is up to date. However if you notice that there is content that is inaccurate please let us know at hey@habito.com.

We cannot guarantee that our site, or any content on it, will always be available or be uninterrupted. We do however have contingency plans in place and will try and keep any down time to a minimum.

You are responsible for ensuring that all authorised persons who access our website through your account are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

You must not use the website in any way that is unlawful or fraudulent. If we suspect you are doing so we reserve the right to suspend or close your account without notice.

What if you have a complaint

We're always very disappointed to hear that something has gone wrong and you have a complaint.

So, if you have had a problem, please let us know and we'll do everything we can to resolve it straight away.

Your views and feedback are very important to us and help us to improve the products and services we offer.

Detailed below is our complaints process; if you have any other questions relating to our complaints process please do let us know by messaging us from your Habito account or emailing us at complaints@habito.com.

How to make a complaint

You can get in touch using our messaging service from your Habito account.

You can call us on 0330 223 0996 or you can write to us, please write to: Habito, The Loom, 14 Gowers Walk, London, E1 8PY.

Or you can email us at complaints@habito.com.

When making a complaint, please include details of what your complaint is regarding and what your preferred method of contact is for us to respond to you.

If you don't have a complaint, but would like to give us some feedback please get in touch using our messaging service from your Habito account or email us at feedback@habito.com.

When can you expect a response?

We aim to resolve customer complaints straight away, but more complex matters can sometimes take longer. If we are able to resolve things straight away and to your satisfaction, we will send you a short letter of confirmation.

Where we need to look into the matter in more detail we'll send you an acknowledgement, usually by email or via our live chat system within five working days. This will explain what will happen next and when you can expect to hear from us again. When we've completed our investigation, we'll send you a full written response.

We aim to answer all complaints within 8 weeks, although we will normally be able to resolve complaints much earlier.

If we're unable to respond within 8 weeks, we'll contact you to let you know and keep you up to date as to when we are likely to be able to respond to you.

If you're not happy with our response

You can ask the Financial Ombudsman Service to review the situation.

The Financial Ombudsman Service is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly on: http://www.financial-ombudsman.org.uk/consumer/complaints.htm.

Our short letter of acknowledgement or written full response to your complaint will explain you are able to refer your concerns to the Financial Ombudsman Service; If you are going to do this then you should do so within six months of the date of the letter.

Our intellectual property

We are the owner of our website and all of the content published on it. This includes copyright works and trademarks, which may or may not be registered.

You may print off copies of any page(s) from our site for your personal use but you must not modify any of the materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, graphics, or video or audio sequences separately from any accompanying text except for your own use.

The content on our website is provided for information only. It is not intended to amount to advice on which you should rely. You must obtain appropriate separate advice (whether provided by us or through another person) before making mortgage decisions.

Governing law

If there’s a disagreement about these T&Cs, we hope you’ll let us know so that we can try and resolve the issue. These T&Cs are based on the laws of England and Wales, and only the courts in England and Wales can resolve any legal claims.