Our Customer Wellbeing Commitment

At Charleston Financial, we are deeply committed to supporting and empowering all our customers, especially those who may be more vulnerable or facing challenging circumstances. We recognise the importance of creating an inclusive and accessible environment for everyone, and we strive to uphold this commitment through various initiatives and internal practices


Health conditions or illness that affect the ability to carry out day to day tasks

  • Physical disability
  • Severe or long term illness
  • Hearing or visual impairment
  • Poor mental health
  • Addiction
  • Low mental capacity or cognitive impairment.


Low ability to withstand financial or emotional shocks

  • Low or erratic income
  • Over-indebtedness
  • Low savings
  • Low emotional resilience.

Life Events

Negative life events

  • Income shock i.e. retirement, job loss, redundancy or reduction in hours
  • Bereavement
  • Relationship breakdown
  • Domestic abuse
  • Caring responsibilities
  • People with non standard requirements such as people with convictions, care leavers, refugees or asylum seekers


Low knowledge of financial matters or low confidence in managing money (financial capability). Low capability in other arears such as literacy or digital skills

  • Low knowledge or confidence in managing finances
  • Poor literacy or numeracy
  • Low English skills
  • Learning difficulties
  • No or low access to help or support.

Extra support

We are more than happy to tailor our service and provide extra support to help make things easier.

We can make a note of the support so that you won’t need to tell us again in the future. Unless something has changed in your circumstances and you’d like to amend the support applied.


We can record your communication preferences and provide extra support if you want it.


We can offer flexibility in our service to suit you.


All your information is kept confidential. We can take extra steps to protect customers that are susceptible to coercion or abuse.


We can communicate in alternative formats and use assistive technology for those who need us to make adjustments to ensure everyone has access to our service.


We can signpost support groups for those who may need additional support.


Our team is trained to support you throughout your enquiry and help you obtain the finance you require.

Our six core values

  • Integrity
    We will treat your business with integrity, always acting in the best interest of our customer.
  • Communication
    We will keep you updated throughout the process, by email, telephone and text.
  • Transparency
    Our clear, illustrated rates and fees mean that we will never charge application or upfront fees.
  • Knowledge
    Our team is happy to share our knowledge and expertise to ensure confidence in the service and products provided.
  • Commitment
    We are dedicated to building long term relationships. We are a reliable partner, ready to help your business grow. 

Thanks again for arranging my commercial mortgage, if it was not for you the whole project would have come to a halt as no other broker or lender was interested. I know where to come next time.