0:00
If you record your name and reason for calling, I'll see if this person is available.
0:05
KB from Avlo.
0:13
Please stay on the line.
0:19
Hello.
0:22
Hello, am I speaking to Burnham Ruff Ruff?
0:25
Speaking, hello.
0:27
You're speaking with KB, I'm calling you from Avlo.
0:30
Hello.
0:30
Regarding a loan application you submitted to the KS4.
0:33
I'm doing good, thanks, and how are you?
0:35
I'm all right, thank you, Andrea.
0:38
I'm doing good. Is this a convenient time to speak?
0:40
Yeah, absolutely.
0:43
All right, so please be advised that this call is being recorded for training and monitoring purpose.
0:48
Any information or documents you provide to us today will be held securely in our system. Is that okay?
0:54
That's fine.
0:56
Perfect. May I please have your date of birth for security purpose?
0:59
Yeah, 24th of...
1:00
January 1987.
1:02
Thank you.
1:03
First line of address as well as your postcode, please.
1:06
10 St. Oswald's Way, S72AA.
1:11
Can you confirm the first line of address once again, please?
1:14
Yeah, 10 St. Oswald's Way.
1:17
Thank you so much for passing security with me.
1:19
No problem.
1:20
So the reason for my call is basically just to make sure that everything is correct on the application.
1:25
Okay.
1:26
And I'm pleased to inform you that the loan application has been conditionally approved.
1:31
Okay.
1:31
I also see that you have applied for $12,000.
1:34
Is that the loan amount you're looking for?
1:36
Yes, it is, yeah.
1:38
All right.
1:39
And what is the reason for this loan?
1:41
We need to buy some furniture for the house.
1:43
We need to improve our kitchen.
1:45
We're going to have a baby in a few months' time, and we need to make ourselves ready for it.
1:51
We need to buy quite a few things in advance of the birth and generally improve the home.
2:00
Not a problem. So I'll note down home improvements and buying furniture. Is that okay?
2:04
Yes.
2:06
All right. So we'll start with your personal details first, just to make sure that everything is correct.
2:10
So we have you listed as Mr. Burnham Ruff Ruff. Do you have any middle names?
2:16
Andrew. Yes, Andrew.
2:18
Andrew. Okay. Your marital status. He shows that you are married. Is that correct?
2:23
Correct. Yes.
2:24
Are you a homeowner?
2:26
Yes.
2:27
Paying towards a mortgagee or is it paid in form?
2:30
No, paying a mortgage.
2:33
So you're still paying towards a mortgagee?
2:35
Yes.
2:37
And how much do you pay towards the mortgage?
2:40
It's about 1,600 and something per month. I pay half. I pay around 800 pounds towards a mortgage.
2:49
That is 1,600 monthly, but you contribute 800?
2:54
Half of it, yes.
2:56
Okay. Not a problem. And do you guys have any outstanding arrears?
3:00
towards your mortgage payments?
3:02
No.
3:03
All right.
3:04
Your nationality is a British?
3:06
British, yeah.
3:08
Do you have any dependents?
3:10
One daughter so far, yes.
3:13
How old is she?
3:14
Six.
3:16
Six-year-old.
3:17
Thank you.
3:18
And then your contact preference,
3:19
would you like us to either contact you through home,
3:21
mobile, or work number?
3:24
Mobile.
3:26
The one that I'm calling you on, right?
3:27
Yeah.
3:28
It was 8200.
3:29
Correct, yeah.
3:31
All right.
3:32
Is there any additional numbers you would like to add?
3:35
No, that's all for now.
3:37
Okay.
3:37
So the email we have on file, it is your first name,
3:41
and then it's at roughrough.co.uk, correct?
3:44
That's right, yes.
3:46
Perfect.
3:47
And then with your address history, I'm picking up two.
3:49
One is your previous address, which is 85 Tavistock Road.
3:53
It shows you started living here around April 2017,
3:56
and then your current address.
3:58
It shows that you started living here around May.
4:00
2022. Is that about right? Actually, it was December 2021 we moved in. December 2021? Yeah.
4:10
Okay, let's just get that updated.
4:14
All right, I have got that successfully updated and then could you please confirm,
4:18
am I currently employed? Yes. What is the name of the company you're working for? TLC Solutions Limited.
4:28
TLC Solutions Limited? Yes. Okay, and what is your job title? Manager.
4:36
Manager. Okay, and when did you start working for the company? 2024, November 2024.
4:47
Okay, November 2024. Let me just get that amended. And then prior to this, where were you working?
4:56
It was Top Lines Catering Supplies Limited.
5:01
Okay, so it's top line, catering.
5:04
Yeah, top line is with an S on the end.
5:07
Catering supply is limited.
5:10
Okay, and what was your job title there?
5:13
Manager as well.
5:14
Manager as well.
5:15
And when did you start working for the company?
5:18
Oh, 2009.
5:20
I think November 2009, yes.
5:24
And what month can I choose in 2009?
5:26
November.
5:28
November.
5:28
All right, and you stopped working when you started with your recent role, right?
5:32
2024 November?
5:34
Yes, yes.
5:36
Okay, get that amended here.
5:38
All right, thank you so much for sharing that information with me.
5:43
I got that updated.
5:44
We are going to move to your financial details.
5:47
So your net monthly income is £3,071?
5:52
Yes.
5:53
Okay, are you currently part of any active staff management plan, IVA, or any bankruptcy?
5:58
No.
6:00
Would you be able to pay by direct debit?
6:03
Yes.
6:04
All right, then. Perfect.
6:05
So I do see that you have already submitted your three-month bank statement.
6:09
That is with Nationwide.
6:11
Thank you so much for sending that over.
6:13
Could you please confirm, do you have any additional bank accounts
6:16
that are under your name besides this one?
6:18
Yes, I have several.
6:22
How many do you have?
6:23
I have Nationwide and Starling and HSBC.
6:27
HSBC, no, I don't have.
6:31
I have Nationwide, Starling, Santander.
6:36
So we already have your Nationwide.
6:39
We are going to need you to send the remaining two,
6:41
which is the Santander and NetWaste.
6:46
All right.
6:47
Do you have online banking set up for those accounts?
6:49
Yes, I do, yes.
6:50
All right.
6:51
Can I send you links to send those over, please?
6:53
Yeah, absolutely.
6:55
Perfect.
6:55
I'm just going to need to read through the script
6:57
so that you can just give us,
6:59
and then we can send.
7:00
So if ever you have online banking, we are just using this as a secure process, which is called Open Banking.
7:07
This basically just helps you to supply information for your affordability check.
7:11
It is via direct one-time access with your bank who will share the required information with Avlo rather than you manually providing us copies of your statements.
7:20
So you are going to receive two SMSs and two emails.
7:24
You can use either to initially send that through.
7:27
So can you please check to see whether it's got there?
7:36
I don't have either, but I think it's because I'm not online.
7:39
If you just bear with me, I'm moving back to Wi-Fi and I'll have it.
7:43
Not a problem.
7:48
Even the SMS, not yet, but there are a few exceptions.
8:03
Yes, my phone is a bit annoying.
8:06
When I'm on a call, I don't get any message, any email.
8:10
No, that's okay.
8:11
Or would you like me to schedule a call back?
8:13
No, no, it'll be fine.
8:15
I'll just walk away from the Wi-Fi, that's all.
8:19
Okay, no problem.
8:21
Just any second.
8:28
Yeah, I've got them.
8:29
Okay.
8:30
All right, so I'll stay on the line.
8:31
You'll just confirm when you're done, okay?
8:33
Sure.
8:37
I need to sign an account first.
9:13
Yeah, I think one of them is done.
9:16
All right.
9:17
It should reflect to my side within a few seconds.
9:28
I'll do the second one now.
9:31
It's asking me to create an account again.
9:48
You're going to use the same password.
9:51
Okay, I think I have.
9:54
Yeah, I'll turn that.
10:36
second one is done now all right then perfect so it should reflect on my start within a couple of
10:42
seconds let me just refresh my system so uh meanwhile i'm still waiting for that um that
10:47
to be uploaded could you please confirm should we have any products or services that we would
10:52
like to offer you how can we send them through so it could either be through email sms phone
10:57
calls or even through post to which one i email
10:59
email
11:00
Email is okay.
11:01
Email is fine.
11:02
And then from time to time, we also work with selected partners in the financial sector
11:08
that also offers personal loan offers, but we don't give out your information without
11:12
your consent.
11:13
So would you be happy for us to share your details with them?
11:16
No, no, thank you.
11:18
Not a problem.
11:19
It's totally optional and it won't affect your loan application.
11:23
I'm just going to try and see if I can open up all statements.
11:30
All right, then.
11:31
Perfect.
11:31
I do have all of them.
11:33
I'm just going to need to place you in a brief hold and I'll quickly just review your accounts.
11:37
Is that okay?
11:37
Sure.
11:38
No problem.
11:39
Thank you.
11:40
Thank you.
13:20
you so much for your patience hi this is for with me that's okay thank you so much for staying on
13:26
the line um so on your nationwide account as well as your let me just double check here on your
13:32
account i'm identifying an additional account that is under your name which account could that
13:38
possibly i think it's starling yeah i have starling i just use it for day-to-day spending
13:42
i can share that one as well if you would like send me a link okay not a problem let me quickly
13:48
just send it through just a moment okay i've just sent you the link can you please check
13:53
all right one moment all right
14:00
Yeah.
14:02
I'm on it.
14:04
Okay, not a problem.
14:05
I'll stay on the line.
14:06
Thank you.
14:32
Yeah, could be going through for you.
14:38
Okay.
14:39
Yeah, it's being processed, I think.
14:54
Okay, not a problem.
14:55
Let me just refresh my system.
14:58
So, meanwhile, I'm still waiting for the stalling.
15:00
account to be uploaded. On your
15:02
NetWiz bank account,
15:04
the description for your salary is
15:06
the TLC Solutions LTD,
15:08
right? Yes.
15:09
And then how often do you get paid?
15:12
Because I'm seeing small portions
15:14
and quite high portions.
15:16
Yeah, it's sometimes
15:17
a lot, sometimes a little. It's spread out.
15:19
We're not very organized with
15:21
the business, but
15:24
overall it should add
15:26
up to a good amount.
15:29
Okay.
15:30
It's not a regular amount.
15:32
So the small
15:34
portions that you normally
15:36
receive, could those be advance payments
15:38
or do they just pay you out?
15:40
They just pay me out.
15:41
Usually a minimum of £600
15:43
per week and then occasionally
15:45
bigger amounts.
15:47
Because I'm seeing payments of
15:49
£100, £250,
15:51
then £100, £100.
15:53
Yes, they are a bit piecemeal.
15:56
But overall
15:57
they are for the amount
15:59
of this.
16:00
amount that I quoted for the year, if not more, maybe some advance.
16:08
Okay, so all these payments reflecting under your salary or that you receive from TLC,
16:14
it is income, not advance payment?
16:15
Yes, that's right.
16:17
It's my income, anything from TLC Solutions.
16:19
I haven't done my accounts for this year yet, so I couldn't say the exact figure, but I
16:24
based it on previous financial, yeah.
16:32
Not a problem.
16:36
Thank you so much for clarifying that with me.
16:38
I'm just going to see if I can open the Starling account as well.
16:42
Just a moment.
16:43
Okay, I do have the Starling account.
16:57
Just a moment, please.
17:02
Just going to see if I can open up all of them.
17:27
Please do excuse my silence.
17:29
I am so with you.
17:30
No, no, it's fine.
17:31
Don't worry.
17:32
Thank you.
17:33
All right.
17:56
Thank you so much for staying on the line.
17:58
I just wanted to clarify a description.
18:00
for me. So on your NetWaste
18:02
account, there's a description
18:04
here. It's actually found going
18:06
out from your NetWaste account.
18:08
I'm not sure to where, but the
18:10
description shows as
18:12
Burnham, and then it's
18:13
RuffRuff Burnham.
18:16
It must be to one of my other
18:18
accounts. Okay, so it's
18:21
not actually showing on the other
18:23
accounts.
18:25
Do you know the date? I can have a quick look.
18:28
That was on
18:29
the 17th of August.
18:32
17th of August.
18:33
It was £100.
18:47
17th of August.
18:49
It was
18:50
a transfer of
18:53
£100. I think that
18:56
was to my wife's account. That one was
18:58
to my wife's account.
19:00
I don't know why it's my name.
19:02
It shouldn't be my name, unless it's a reference.
19:06
But no, it looks like.
19:08
Okay, and then there's another description that it's still on your NetWaste account.
19:14
It's TLC Solution LTD, and then it has your first name and last name.
19:19
That was on the 3rd of August.
19:22
Let me see.
19:24
I lent some money to their company, and I received it back in cash.
19:28
So you lent that to the company, or did the company lend that to you?
19:33
I lent it to the company, and I received it back in cash.
19:37
All right, not a problem then.
19:39
Thank you so much for clarifying that with me.
19:41
I'm just going to place you on hold once again, okay?
19:43
No problem, of course.
19:45
Thank you.
26:02
Thank you.
27:04
Thank you so, so much for your patience.
27:06
Hi there, so are you still with me?
27:07
That's fine, no problem at all.
27:09
Thank you so much for staying on the line.
27:12
So I'm still going through your bank statements, right?
27:15
Okay.
27:15
On your nationwide account, I just want you to clarify something for me.
27:20
So on a monthly basis, on your nationwide account, there is 1,200 that is coming in.
27:25
Could that be possibly from one of the accounts?
27:29
1,200 coming in or out?
27:32
In, it's coming in.
27:34
The description that I'm seeing here, it is returned standing order B&S Ruff Ruff.
27:40
Ah, yes, it should be.
27:42
It was supposed to be a payment to the joint account, the Santander one that you can see.
27:48
Okay.
27:49
But the standing order, I haven't used it.
27:52
I just paid in manually.
27:54
So this would be a corresponding outward transaction and then the return.
28:00
turn of the inward transaction and I usually
28:02
did it a day or two later
28:04
manually. Okay.
28:06
Alright, I can see it as well on
28:07
the outgoings as well.
28:10
And then there's another
28:11
income still on the nationwide.
28:13
It is $460. It also shows
28:16
return standing order and then it has
28:18
been rough, rough. Could that also
28:20
be the same thing happening?
28:22
Yeah, it's the same thing happening there.
28:24
Yeah, they cancelled each other out.
28:25
I should have cancelled them a long time ago
28:28
as far as using the account
28:30
that way and I left them standing
28:32
order in place without the funds.
28:33
It was very stupid of me, but
28:36
yeah, they should cancel each other out.
28:40
Alright, then. Thank you so much
28:41
for clarifying that for me.
28:43
I'm just going to open up the affordability
28:45
screen so that I can just capture
28:47
everything manually. Just a moment,
28:49
please. No problem. Alright, so
28:55
the average that I've calculated for your salary
28:57
is around $4,683.
29:00
pounds and 33 pence. Can I use that
29:02
as your main income? Yeah, by all means.
29:04
I'm just going to have a look here.
29:11
And could you please confirm, besides
29:12
your main account where your salary comes
29:14
into, which is the
29:17
net risk,
29:19
did you get paid on
29:21
another account? No.
29:23
Not at all? I don't think so.
29:25
I don't think so.
29:26
I used to use the nationwide one, but I
29:28
think it's more than 12 months since it was
29:32
I don't know how far back you look.
29:37
Okay, and then I do see that your salary does
29:39
actually differ. Could you please
29:41
confirm, does it depend on the
29:43
overtime? I'm sorry, I just
29:45
couldn't hear that for a second. I was
29:47
going past, I'm sorry.
29:49
Can you hear me now? Yes, yeah, it's fine now.
29:52
Alright, so I do see that
29:53
your salary does actually fluctuate.
29:55
What can I write on the
29:57
application? Does it depend on the hours
29:59
that you work?
30:00
or is it because of overtime?
30:03
Overtime, yeah.
30:04
Security overtime.
30:06
Okay.
30:06
And then on the joint account,
30:09
I do see that you guys also received child benefit.
30:12
Does that come into your account?
30:13
Do you receive it or does it?
30:15
It's a joint account.
30:17
We receive it jointly,
30:18
so you could call half of it my income.
30:20
Yes.
30:22
So I can put half?
30:25
Yeah, it makes sense.
30:27
Okay.
30:28
So it's 108 pounds and 20 pence.
30:33
If I divide that by two, it is 51 pounds and 10 pence.
30:37
So can I add that as one of your...
30:40
Yes, I usually never think about it,
30:42
but you can, of course.
30:44
All right, not a problem.
30:45
So I'll also add the other 54 pounds and 10 pence
30:49
for what your wife also received.
30:51
And then could you please confirm,
30:53
besides your main salary and the benefit,
30:55
is there anything that you receive?
30:58
Or any additional income or benefit?
31:00
No.
31:00
No.
31:01
All right.
31:02
I mean, does your partner contribute towards the household?
31:05
She does.
31:06
All right.
31:07
Can I have an approximate amount or an estimated amount that you think your partner gets on a monthly basis off the tip?
31:12
I think she pays around £2,000 towards the household bills and mortgage and everything.
31:19
The overall amount, should I say, is £2,000 that she receives?
31:22
Yes.
31:23
She receives or she pays towards the house, sorry.
31:28
What was the question?
31:30
Was it the income or her contribution?
31:32
Her income.
31:33
Her income, sorry.
31:34
I'm sorry, monthly, after tax, yes.
31:36
I don't know the income after tax, but I know her annual salary is £56,000.
31:43
Is that after tax?
31:44
Before tax.
31:47
Can you give me an estimated amount that you think she gets on a monthly basis?
31:49
Yeah, just bear with me.
31:50
I'll just...
32:17
Calculating, it should be around 4,670.
32:24
Sorry, sorry, sorry.
32:25
No, no, no, sorry.
32:26
That's gross.
32:27
3,636.
32:31
Okay.
32:32
Approximately 3,600.
32:34
And then there is the child benefit of 54 pounds in 10 years.
32:38
Yeah, yeah.
32:40
Right.
32:40
And then is there any additional income or any other benefits that you receive?
32:44
No.
32:45
All right, then.
32:47
Perfect.
32:47
Perfect.
32:48
Just a moment.
32:51
And then on the statements, do you see that the mortgage payment is around 1,687 pounds and 37 pence?
32:58
Yeah.
32:59
That is the exact.
33:00
amount right yes however you contribute 800 you mentioned yes yes okay just get this saved
33:11
all right thank you so much for clarifying that for me so um as part of our customer
33:15
due diligence requirements there is just a few items that we need this is simply just for your
33:20
identity verification what i'll be doing is i will be sending you an email but you're not going
33:26
to receive it immediately however as soon as you get that email we do need you to attach your
33:31
original photographic id that could either be your passport or driver's license and then we
33:38
just need a selfie of you holding your id so um as per information and documents you have provided
33:45
to us um the loan is conditionally approved what i'll be doing is i'm just going to reach out to
33:50
the branch just for a few seconds um get a customer account manager to process the application
33:55
do you mind staying on the line while i reach out to them that's fine that's fine thank you
35:11
Hi, thank you so much for your patience.
35:12
Are you still with me?
35:13
That's okay.
35:14
All right.
35:15
So it does seem like they are just having a call to you on the end,
35:18
just assisting other customers as well.
35:21
What I'll be doing is I'll assign your application to one of them,
35:24
so they should contact you within 24 hours to initially finalize everything.
35:29
However, we do aim to give you a call back as soon as possible, okay?
35:32
No problem.
35:33
That's fine.
35:34
That's brilliant.
35:34
Thank you.
35:35
Thank you so much for your time and patience.
35:37
No, thank you.
35:38
Did you maybe have any additional questions?
35:40
Not at the moment, no.
35:42
That's perfect.
35:42
Thank you.
35:43
Thank you so much for your time.
35:45
Goodbye.
35:45
Bye-bye.