For professional introducers only. All lending is subject to underwriting, eligibility checks and terms. Borrowing involves interest and fees.

Most lenders offer a fixed product and expect clients to fit it. The criteria and process feels set. Untangled is one of the few lenders who offer probate and family law loans. Our process is tailored to every client’s situation. Plus, our technology gives solicitors and clients the visibility and control they need at every stage of the process.

Expect real people who pick up the phone, a Loan Management System (LMS – coming in October) that keeps everyone informed, and a team built around getting the right outcome for each client. Will, our Senior Growth Specialist explains how;

“At Untangled, we always put the customer at the centre of the process. Whether it be our Family Law Loan or our Probate offering, providing a good outcome is central to what we aim to do. Instead of providing boxes for our customers to fit inside, we work with them and their professional introducers to provide solutions to the difficult life events that lead them to Untangled. When you call through to the Untangled team, you and your client can expect to have your case handled by a calm voice, taking you away from the chaos of the situation at hand.”

Why standard service won’t work for complex cases

When working with other lenders, you might find that you submit a case, it goes into a system, and then you wait. Chasing for updates is part of the process. Getting a clear answer on status requires a phone call that may or may not be returned promptly. The person you speak to may not know your case.

For solicitors and brokers, this can become a significant drain on time and attention. A report by Finova found that almost half of UK mortgage brokers regularly encounter technical issues with lender platforms, and 58% spend between five and ten hours a week on paperwork alone. The process-heavy, impersonal experience is something many solicitors struggle with too.

Will gives his view on why our LMS will go beyond reducing admin;

“What’s changing at Untangled is that technology is being used to not just drive efficiency but enhance the customer and professional introducer journey. By separating how we communicate from how we process loans, with HubSpot managing client relationships and our upcoming LMS helping handling the lending journey, borrowers and intermediaries get clear, consistent updates instead of silence.

“In practice, that reduces admin, removes friction, and allows our team to be more proactive and present. The result is a shift away from unclear decision-making processes that defines too much of the market, towards something that feels transparent, responsive, and relationship-led.”

What service actually means at Untangled

Our tailored service is our commitment that shows up in how the team operates every day. Our underwriting team is reachable by phone on 0800 009 6590 and email at hello@untangled.co.uk. Partners can talk through cases in real time. There are no late-stage changes that derail a transaction after underwriting has successfully been completed, no hidden conditions introduced at the last moment. Will explains why human connection is critical;

“We know how important accessibility and consistency are when life gets tough. That’s why our underwriting team are all accessible by phone and email, and are happy to talk through cases in real time to provide clarity on our decisions and process. Whilst we look to advance our technology to provide a straightforward experience, we also place great importance on the human element of what we do.”

Our human approach to service is a gold standard, embedded into our processes, for example:

• Ensuring that lending decisions are made by the people handling the case and know the fine details.
• Giving solicitors direct access to the people making decisions.
• Non-negotiable clarity means we’ll tell clients what we can and can’t do, and why. No ambiguity. No surprises.

The same high standard applies to every case, every time, regardless of size or complexity. This consistency is what Untangled’s commitment to service looks like in practice, functioning as a process that delivers the same experience every time.

How our Loans Management System will keep you in the loop

Our new Loans Management System (LMS) is due to launch in October. It will deliver on Untangled’s service promise by providing solicitors and clients with a real-time view of every case, from application to completion, without needing to call or email for updates.

It is a central platform that manages the entire loan journey from application through to repayment. It will replace multiple manual tools and spreadsheets with a single, auditable system of record, automating checks, pricing, document generation, drawdowns, servicing, monitoring, and redemption. The LMS has been designed to streamline workflows for staff, borrowers, and solicitors, and ensures every loan activity is tracked and compliant.

Will explains;

“The LMS is ultimately a clarity tool. It’s there to remove the noise, the admin, the uncertainty, the back-and-forth, so that when our team does step in, it’s meaningful.

“You can still pick up the phone and speak to someone who knows your case. The difference is you don’t have to just to find out what’s going on.”

Clarity, integrity, and a team you can rely on

If you’re a solicitor looking to refer a case, get in touch with our team. We’ll tell you quickly whether we can help, and what the process looks like from here. If you’re a customer wanting to understand which Untangled product is right for your situation, visit our product pages to find out more.

All lending is subject to underwriting, eligibility checks and terms. Borrowing involves interest and fees.

Ampla Consumer Finance Limited (trading as Untangled) is authorised and regulated by the Financial Conduct Authority for Consumer Credit. FCA Firm Reference Number: 792153. Ampla Consumer Finance Limited is registered in England and Wales (Company No: 10906534). Registered office: 288 Bishopsgate, London EC2M 4QP.