Once you've sent a request, Sussed holds it, offers it to one adviser at a time, and tells you at every step. This page follows a request from the moment it's sent to the moment it's closed: the offer, the acceptance, what we do if nobody answers, the check-ins we send you, and how to withdraw.
The offer
The adviser you chose has 24 hours to accept or decline. An adviser who hasn't joined Sussed yet is invited and has three working days. While the offer is open they see what you need, your district and the loan size, and nothing that identifies you.
When an adviser accepts
They get your name, phone number, email address and message, and we email you to say who has them, with the adviser's own phone number, email and booking link if they've published them, so you can get in first if you like. Advisers get back within one working day.
If they don't take it
If the adviser declines or doesn't answer in time, and you agreed to it when you sent the request, we offer your request to a verified adviser who covers your district, up to three of them, one at a time, and email you each time it moves. If nobody in your district can take it, we try a verified adviser in your region. If nobody there can either, we find one ourselves: the person who runs Sussed rings around verified advisers, offers your request to one who will take it, and emails you to say so, within two working days. If we can't find anyone at all, we email you and suggest what to do next. An adviser whose book is full is passed over the same way, and we tell you why.
Your request page
The link in your email opens your request page, which shows where the request is at, everything that has happened to it with dates, and what happens next. Log in with the same email address at any time to see it again, and your account lists all your requests.
Has your adviser been in touch?
Two working days after an adviser accepts, we email you one question with two buttons: has the adviser been in touch? If you say no, we close that introduction and offer your request to another adviser straight away, and tell you who has it.
If the adviser tells us they couldn't reach you on the details you gave, we email you the phone number and email address we hold, with one link to confirm or correct them. If you do, within 14 days, the same adviser gets your request again with a fresh 24 hours. If you don't, the request stays closed.
Did you go ahead?
About six weeks and again about four months after an adviser accepts, we ask whether you went ahead, with four answers: you signed a loan offer, you're still working on it, you didn't go ahead, or you never spoke. Your answer matters more than it looks: advisers pay Sussed only when a client signs a loan offer, so it is how we know an introduction worked, and it is what keeps the service free for you. If you say you signed, or that you didn't go ahead, the same page offers you a short review form.
If the adviser disagrees that you signed with them, we email you one question, with the lender and the date if you have them. Nothing changes for you either way; it only decides whether the adviser owes Sussed a fee.
Withdrawing
Open your request page and choose "Withdraw this request". It stops the request going any further. An adviser who has already accepted keeps the details you agreed to share and may still call, so tell them directly if you've changed your mind.
What you pay
Nothing, at any point. There is no account to set up and no card to enter.