A few useful answers. What to expect from the advice, the paperwork and the people helping you.

Matt Nixon advises on your mortgage and protection. Most of the process happens by email, so you always have the latest position in writing.

We reply within 24 hours, any day of the week, so you are never left waiting. If your question needs research or an answer from a lender, we will explain what is outstanding and when to expect an update.

No. Tell us what you are planning and where you are in the process. Your adviser will assess your circumstances and explain the options before making a recommendation.

So the first lender we approach is the right one. Lenders differ widely on credit history, and something you did not know about — an old default, a missed payment after a house move — can lead to a declined application and a hard search on your file. Seeing it first means no surprises and no wasted applications. Our credit file guide explains it in full, including how to get your report.

Yes — that is how we work. Your details, documents, recommendation and updates all come by email, so you have the whole case in writing. If you would like to talk something through, we can arrange a call too.

Yes. Most of the work happens by email, but when something needs a conversation — a decision to talk through, a change in your plans, a question that is easier said than typed — you speak to your adviser directly. There is no call centre and no queue.

No. It is an illustration, not an offer or advice. What a lender may offer depends on its assessment of your circumstances and the property.

No. It is an initial indication of borrowing. A full application is still subject to the lender’s checks and assessment of the property.

There is no fixed timescale. Document availability, lender checks, valuations and legal work can all affect progress. We explain the stages, track outstanding requests and keep you updated.

[Fee wording to be confirmed with JK before publication.]

Start looking ahead before your current rate ends. Check its end date and any early repayment charge, then allow time to compare the costs of staying with your lender or switching.

Because they are the same question. A mortgage is checked for affordability before it starts, and on that day it fits. If it stops fitting later, it is usually because something changed that nobody expected: a long illness, an injury that stops you working, losing a partner. Protection is how the payments carry on if that happens. It is not a condition of the mortgage and the decision is yours; we include it in the advice and only recommend cover that fits your budget. Our protection guide explains each type in detail.

Tell us what you have. Workplace benefits such as death in service or sick pay can help, but they often end when you leave the job and may not match the size or length of the mortgage. We look at what is already in place so you do not pay twice for the same thing, and so any gaps are clear.

The email link on our contact section opens your email app. The questionnaire and chat remain demonstrations and do not send messages or book appointments.