[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"skill:01M7159QTXCS601C4TM1VY9ZMX":3,"skill-same:01M7159QTXCS601C4TM1VY9ZMX":61},{"skillNo":4,"name":5,"nameZh":6,"description":7,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":16,"categories":17,"keywords":18,"publishedAt":30,"linkOnly":31,"markdownContent":32,"markdownBody":33,"frontMatter":34,"refName":38,"commitSha":39,"skillDirectory":40,"forksCount":41,"repositoryHtmlUrl":42,"repositoryHomepageUrl":6,"ownerHtmlUrl":43,"ownerBlogUrl":44,"ownerDescription":45,"updatedAt":46,"install":47,"resources":60},"01M7159QTXCS601C4TM1VY9ZMX","mortgage-advisory-feedback-complaints",null,"Collect feedback from home buyers and homeowners and handle complaints fairly and visibly.\nTRIGGERS - Use when a mortgage adviser needs a feedback & complaints handling for home buyers and homeowners in advice firms, branches and online.","lionelsimai\u002Fclaude-skills-collection","lionelsimai","https:\u002F\u002Favatars.githubusercontent.com\u002Fu\u002F260158848?v=4","01M6CHZPS8G9TSB113TT0BBM6E","Lionel ","01M6CHZPXGW2SPE3BHQTGJ0S8J",38,"MIT","https:\u002F\u002Fgithub.com\u002Flionelsimai\u002Fclaude-skills-collection\u002Fblob\u002Fmain\u002Fskills\u002Fmortgage-advisory-feedback-complaints\u002FSKILL.md",[],[19,20,21,22,23,24,25,26,27,28,29],"mortgage advisory feedback complaints","feedback","advisory","home","for","advice","collect","triggers","branches","use","when","2026-11-10 10:12:30",false,"---\nname: mortgage-advisory-feedback-complaints\ndescription: |\n  Collect feedback from home buyers and homeowners and handle complaints fairly and visibly.\n  TRIGGERS - Use when a mortgage adviser needs a feedback & complaints handling for home buyers and homeowners in advice firms, branches and online.\ncategory: Mortgage Advisory\nlicense: MIT\nversion: 1.0\n---\n# Feedback & Complaints Handling — Mortgage Advisory\n\nCollect feedback from home buyers and homeowners and handle complaints fairly and visibly. The deliverable is a feedback and complaints process with response standards and learning log.\nThis skill is written for a mortgage adviser working with home buyers and homeowners in advice firms, branches and online.\n\n## When to use\n- You are a mortgage adviser preparing, delivering or reviewing this part of your work in advice firms, branches and online.\n- You need a defensible, repeatable approach that produces a feedback and complaints process with response standards and learning log.\n- A colleague, auditor or client asks how this was done and what evidence supports it.\n\n## Key Concepts\n| Term | Meaning |\n|------|---------|\n| Affordability | assessment of whether a borrower can sustain repayments |\n| Loan to value | the loan as a percentage of the property's value |\n| Offer | the lender's formal agreement to lend |\n\n## Workflow\n1. **Step 1** - Invite feedback routinely — not only when things go wrong — and make it easy to give in advice firms, branches and online\n2. **Step 2** - Acknowledge complaints quickly, thank the person, and explain the process and timeframe honestly\n3. **Step 3** - Investigate from evidence in fact finds; separate the facts from the feelings, and respect both\n4. **Step 4** - Respond with findings, an apology where warranted, and concrete remedies or explanations\n5. **Step 5** - Log themes and feed them into quality work — repeated complaints about unsuitable product recommendations are an early-warning system, not a nuisance\n\n## Profession-Specific Components\n| Component | Details for Mortgage Advisory |\n|-----------|-------------------------------|\n| Core documentation | fact finds; suitability letters; application records; product research |\n| Core tools & equipment | mortgage sourcing systems; affordability calculators; CRM platforms; conveyancing trackers |\n| People involved | home buyers and homeowners; the mortgage adviser; colleagues and other services in advice firms, branches and online |\n| Primary record | fact finds — keep it current, dated and attributable |\n\n## Output Format\n**Context:** [Situation in advice firms, branches and online] | **Objective:** [What this must achieve] | **Audience:** [home buyers and homeowners and other stakeholders]\n\nThe finished output is a feedback and complaints process with response standards and learning log, structured as:\n1. Summary of position and evidence\n2. Detail, following the workflow above\n3. Decisions, actions, owners and dates\n4. Review point and escalation route\n\n### Action Plan\n1. **Immediate:** Confirm scope, consent and the evidence available in fact finds.\n2. **Short-term:** Complete the workflow steps and record outcomes against application-to-offer times.\n3. **Medium-term:** Review results, close actions, and update local procedures in advice firms, branches and online.\n\n## Success Metrics\n| Metric | Target | Method |\n|--------|--------|--------|\n| application-to-offer times | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n| suitability audit results | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n| client satisfaction | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n| completion rates | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n\n## Guardrails & Quality Checks\n- Never let this happen: unsuitable product recommendations.\n- Never let this happen: affordability miscalculated.\n- Never let this happen: deadlines missed losing purchases.\n- Work only within the competence and authority of a mortgage adviser; escalate or refer anything beyond it.\n- Record facts and observations, not speculation, and keep records confidential to advice firms, branches and online's rules.\n- Verify names, dates, figures and measurements twice before anything is issued or signed off.\n- Use only real, verified information from the case in hand — never invent results, credentials or evidence.\n\n## Example (illustrative)\nA mortgage adviser in advice firms, branches and online applies this workflow for home buyers and homeowners: they open\nfact finds, work through the five steps using mortgage sourcing systems, and close by recording\nthe outcome against application-to-offer times and agreeing the next review date. (Illustrative example only —\nreplace with the real details of the case in hand.)\n","# Feedback & Complaints Handling — Mortgage Advisory\n\nCollect feedback from home buyers and homeowners and handle complaints fairly and visibly. The deliverable is a feedback and complaints process with response standards and learning log.\nThis skill is written for a mortgage adviser working with home buyers and homeowners in advice firms, branches and online.\n\n## When to use\n- You are a mortgage adviser preparing, delivering or reviewing this part of your work in advice firms, branches and online.\n- You need a defensible, repeatable approach that produces a feedback and complaints process with response standards and learning log.\n- A colleague, auditor or client asks how this was done and what evidence supports it.\n\n## Key Concepts\n| Term | Meaning |\n|------|---------|\n| Affordability | assessment of whether a borrower can sustain repayments |\n| Loan to value | the loan as a percentage of the property's value |\n| Offer | the lender's formal agreement to lend |\n\n## Workflow\n1. **Step 1** - Invite feedback routinely — not only when things go wrong — and make it easy to give in advice firms, branches and online\n2. **Step 2** - Acknowledge complaints quickly, thank the person, and explain the process and timeframe honestly\n3. **Step 3** - Investigate from evidence in fact finds; separate the facts from the feelings, and respect both\n4. **Step 4** - Respond with findings, an apology where warranted, and concrete remedies or explanations\n5. **Step 5** - Log themes and feed them into quality work — repeated complaints about unsuitable product recommendations are an early-warning system, not a nuisance\n\n## Profession-Specific Components\n| Component | Details for Mortgage Advisory |\n|-----------|-------------------------------|\n| Core documentation | fact finds; suitability letters; application records; product research |\n| Core tools & equipment | mortgage sourcing systems; affordability calculators; CRM platforms; conveyancing trackers |\n| People involved | home buyers and homeowners; the mortgage adviser; colleagues and other services in advice firms, branches and online |\n| Primary record | fact finds — keep it current, dated and attributable |\n\n## Output Format\n**Context:** [Situation in advice firms, branches and online] | **Objective:** [What this must achieve] | **Audience:** [home buyers and homeowners and other stakeholders]\n\nThe finished output is a feedback and complaints process with response standards and learning log, structured as:\n1. Summary of position and evidence\n2. Detail, following the workflow above\n3. Decisions, actions, owners and dates\n4. Review point and escalation route\n\n### Action Plan\n1. **Immediate:** Confirm scope, consent and the evidence available in fact finds.\n2. **Short-term:** Complete the workflow steps and record outcomes against application-to-offer times.\n3. **Medium-term:** Review results, close actions, and update local procedures in advice firms, branches and online.\n\n## Success Metrics\n| Metric | Target | Method |\n|--------|--------|--------|\n| application-to-offer times | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n| suitability audit results | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n| client satisfaction | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n| completion rates | Agree a local target and track the trend | Measured from fact finds and reviewed on a set cycle |\n\n## Guardrails & Quality Checks\n- Never let this happen: unsuitable product recommendations.\n- Never let this happen: affordability miscalculated.\n- Never let this happen: deadlines missed losing purchases.\n- Work only within the competence and authority of a mortgage adviser; escalate or refer anything beyond it.\n- Record facts and observations, not speculation, and keep records confidential to advice firms, branches and online's rules.\n- Verify names, dates, figures and measurements twice before anything is issued or signed off.\n- Use only real, verified information from the case in hand — never invent results, credentials or evidence.\n\n## Example (illustrative)\nA mortgage adviser in advice firms, branches and online applies this workflow for home buyers and homeowners: they open\nfact finds, work through the five steps using mortgage sourcing systems, and close by recording\nthe outcome against application-to-offer times and agreeing the next review date. (Illustrative example only —\nreplace with the real details of the case in hand.)\n",{"name":5,"license":15,"version":35,"category":36,"description":37},1,"Mortgage Advisory","Collect feedback from home buyers and homeowners and handle complaints fairly and visibly.\nTRIGGERS - Use when a mortgage adviser needs a feedback & complaints handling for home buyers and homeowners in advice firms, branches and online.\n","main","c605eae5729892d78c0b76dfdd58d3533bb26a91","skills\u002Fmortgage-advisory-feedback-complaints",5,"https:\u002F\u002Fgithub.com\u002Flionelsimai\u002Fclaude-skills-collection","https:\u002F\u002Fgithub.com\u002Flionelsimai","www.theaicapitol.com","Founder at The AI Capitol | I help founders turn AI into 10X revenue through systems, not tools. Ex-Apple • Ex-TikTok 👉 http:\u002F\u002Flionelsim.substack.com","2026-11-09 07:48:48",{"source":8,"skillName":5,"commands":48,"prompt":58,"zipAvailable":59},[49,52,55],{"tool":50,"command":51},"npx","npx skills add lionelsimai\u002Fclaude-skills-collection --skill mortgage-advisory-feedback-complaints",{"tool":53,"command":54},"bunx","bunx skills add lionelsimai\u002Fclaude-skills-collection --skill mortgage-advisory-feedback-complaints",{"tool":56,"command":57},"pnpm","pnpm dlx skills add lionelsimai\u002Fclaude-skills-collection --skill mortgage-advisory-feedback-complaints","安装技能，技能地址：https:\u002F\u002Fgithub.com\u002Flionelsimai\u002Fclaude-skills-collection\u002Fblob\u002Fmain\u002Fskills\u002Fmortgage-advisory-feedback-complaints\u002FSKILL.md",true,[],[62,83,96,109,126,140],{"skillNo":63,"name":64,"nameZh":6,"description":65,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":66,"categories":67,"keywords":68,"publishedAt":30},"01M71E7TB5HAR0K6EXB80YXBT7","youth-work-troubleshooting-guide","Diagnose and resolve common problems a youth worker meets in youth centres, schools and outreach settings.\nTRIGGERS - Use when a youth worker needs a troubleshooting & problem solving for young people and their communities in youth centres, schools and outreach settings.","https:\u002F\u002Fgithub.com\u002Flionelsimai\u002Fclaude-skills-collection\u002Fblob\u002Fmain\u002Fskills\u002Fyouth-work-troubleshooting-guide\u002FSKILL.md",[],[69,70,71,72,73,74,23,75,76,77,29,78,28,79,26,80,81,82],"youth work troubleshooting guide","work","troubleshooting","troubleshooting guide","guide","problem solving","outreach","settings","common","people","worker","diagnose","problem","communities",{"skillNo":84,"name":85,"nameZh":6,"description":86,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":87,"categories":88,"keywords":89,"publishedAt":30},"01M71E7R3YHK4RAQVCRPB4CTXN","youth-work-tools-equipment-checklist","Select, check and maintain the tools and equipment a youth worker relies on.\nTRIGGERS - 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Use when a youth worker needs a stakeholder presentation for young people and their communities in youth centres, schools and outreach settings.","https:\u002F\u002Fgithub.com\u002Flionelsimai\u002Fclaude-skills-collection\u002Fblob\u002Fmain\u002Fskills\u002Fyouth-work-stakeholder-presentation\u002FSKILL.md",[115],{"categoryNo":116,"categoryName":117,"taxonomyType":118,"taxonomyTypeDesc":119},"01JBSEEDCAT000000000000003","演示文稿","SCENARIO","使用场景",[121,70,122,123,23,124,82,26,125,75,76,29,78,28,79],"youth work stakeholder presentation","presentation","decision","proposals","present",{"skillNo":127,"name":128,"nameZh":6,"description":129,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":130,"categories":131,"keywords":132,"publishedAt":30},"01M71E7GE5VA1RG4XEM2GAZRFY","youth-work-session-delivery","Prepare for and deliver a professional session or appointment for young people and their communities in youth centres, schools and outreach settings.\nTRIGGERS - Use when a youth worker needs a session delivery guide for young people and their communities in youth centres, schools and outreach settings.","https:\u002F\u002Fgithub.com\u002Flionelsimai\u002Fclaude-skills-collection\u002Fblob\u002Fmain\u002Fskills\u002Fyouth-work-session-delivery\u002FSKILL.md",[],[133,134,135,70,136,76,73,137,75,29,78,28,79,26,23,138,139,82],"delivery","work session","session","youth work session delivery","prepare","professional","deliver",{"skillNo":141,"name":142,"nameZh":6,"description":143,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":144,"categories":145,"keywords":149,"publishedAt":30},"01M71E7DQSMY2ZW1BF3A1Z0VJM","youth-work-service-plan","Design a realistic, measurable service plan for young people and their communities as a youth worker.\nTRIGGERS - Use when a youth worker needs a service plan design for young people and their communities in youth centres, schools and outreach settings.","https:\u002F\u002Fgithub.com\u002Flionelsimai\u002Fclaude-skills-collection\u002Fblob\u002Fmain\u002Fskills\u002Fyouth-work-service-plan\u002FSKILL.md",[146],{"categoryNo":147,"categoryName":148,"taxonomyType":118,"taxonomyTypeDesc":119},"01JBSEEDCAT000000000000015","视觉设计",[70,150,151,152,23,26,79,153,154,82,76,75,78,28,29],"service","plan","youth work service plan","design","as"]