Phone Solutions for Mortgage Brokers & Advisers
"YOU NEVER MENTIONED
THE ERC."
Mortgage advice lives on the phone - rates compared, early repayment charges explained, a recommendation talked through between viewings and valuations. Then the complaint arrives three years later, when the client wants to move and discovers the tie-in they say nobody mentioned.
ONSIM puts recorded numbers on every broker's mobile, natively ON-A-SIM - your brokerage number, your existing mobile number ported in, or both side by side. Every call on those numbers carries optional network-level recording and transcription behind it, a complete log of every call answered or not, and one dashboard managing the lot.
Built and priced for sole brokers and small firms, not for the compliance floor of a bank.
The case file should include the phone calls
Tailored Phone Solutions for Mortgage Firms
Key Features Built for Mortgage Brokers:
A firm phone system on the mobiles your brokers already carry. No apps, no VoIP dependency - the brokerage number on every call, and a contemporaneous record of the advice when a case comes back to bite.
The Brokerage Number on Every Mobile
Brokers call clients, lenders and solicitors from their own handsets with the firm's landline number as caller ID - and callbacks ring the mobile directly. One professional identity for the firm, personal numbers kept private. See the Landline SIM.
A Record of the Advice You Actually Gave
On-network call recording (an optional paid add-on) captures calls at network level - no apps, nothing to remember between appointments. When a client says the ERC, the rate or the term was never explained, the recording is the conversation itself.
Evidence When Complaints Surface Years Later
Mortgage complaints routinely arrive long after completion, when memories have faded and the broker who wrote the case may have moved on. A recording retained per your policy answers "what was said" without anyone having to remember.
Transcripts as Case Notes
AI Insights (optional, opt-in add-on) transcribes recorded calls and makes them searchable - a draft file note for every advice call, ready for your CRM or case management system via our API.
Call Logs That Show the Chasing
Real-time logs capture every call with number, timestamp and duration - including attempted calls that rang unanswered. Chasing a lender, a solicitor or a client before a rate deadline is work done and diligence shown; on most networks it vanishes.
Priced for Sole Brokers
Most SMB recording customers pay £20/user/month + VAT all-in - SIM, UK minutes and SMS, recording, archival and search included. Self-serve from one user. See business call recording for the full breakdown.
"The complaint lands three years after completion."
This is the shape of most mortgage broker disputes: the advice was given by phone, the client signed, life moved on - and then rates changed, or they want to port, or the early repayment charge bites, and a complaint arrives saying the downsides were never explained. It can go to the Financial Ombudsman years after the conversation. The broker remembers explaining it. The client remembers otherwise. The file contains a suitability letter and, if you are lucky, a note.
The FCA does not generally require mortgage brokers to record calls - we will say that plainly, and our free call recording requirement checker covers who is and is not caught by taping rules. What MCOB does require is records: of the advice given and why it was suitable, kept for prescribed periods and producible on request. Complaint handlers weigh contemporaneous evidence heavily, and a recording of the actual conversation is the strongest contemporaneous evidence there is. A note says the ERC was discussed; a recording is the ERC being discussed.
Until now that protection belonged to lenders and networks with enterprise recording estates. ONSIM records at network level on a SIM - nothing installed on the handset, nothing a busy broker can forget - with most SMB customers paying £20/user/month + VAT all-in for SIM, UK minutes and SMS, recording, secure archival and search. Recordings are encrypted and stored in highly secure data centres, on the same infrastructure that serves FCA-regulated firms with full taping obligations. Add AI Insights (optional, opt-in) and every recorded call has a searchable transcript for the case file, available to your CRM via our API.
None of this is legal, regulatory or mortgage advice, and no phone system makes a firm compliant by itself - whether and how you record, notify and retain is for your compliance arrangements and your own advisers. What ONSIM provides is the record: what was said, when you called, and how long it took. Our free retention calculator and the rest of our compliance tools are a starting point for that review, not a substitute for it.
What our customers say.
" One of the best services I have ever received! "
Mubasher
Small business owner
" Amazing company the service is second to none! Support staff are great and have helped me so much. Really polite and helpful. "
Smith & Sullivan Ltd
Small business owner
" My name is John Morrison I have two businesses and the staff at ONSIM were brilliant.....instant replies and very polite couldn't ask for more from them. Thanks for everything "
John Morrison
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Still have doubts?
Can you record my existing mobile number?
Yes. Port the 07 number your clients already have saved to ONSIM - the same process as switching mobile networks. The number stays the same, the handset works the same, and every call and SMS on it is then recorded at network level and managed in your dashboard. You can run a landline identity alongside the ported mobile on the same SIM.
Do mortgage brokers have to record calls?
Generally no - the FCA taping rule (SYSC 10A) is aimed at investment business, and MCOB does not mandate call recording for mortgage intermediaries. We won't tell you otherwise. MCOB does require records of advised sales, kept for prescribed periods, and a recording is simply the strongest form that record can take. Try our call recording requirement checker, and confirm your position with your compliance adviser - this is not legal or regulatory advice.
Why record calls if the FCA does not require it?
Because mortgage complaints surface years after the advice - when the fix ends, the ERC bites or the client tries to port - and can go to the Financial Ombudsman long after anyone remembers the call. A recording answers "what was actually said" definitively, in either direction. Firms that record are protecting themselves against the complaint they cannot see coming, and the evidence works for the client too when the advice was sound.
Can brokers call clients from their mobiles showing the firm's number?
Yes. With a Landline SIM, the brokerage's landline number is native on the SIM in each broker's phone - outbound calls display the firm's number and inbound calls ring the mobile directly. No app, no VoIP, no divert: it works like a normal mobile call because it is one. Personal numbers stay out of client hands.
How does the recording work - can a broker forget to start it?
No. Recording happens on the network, not the handset - if recording is enabled for a user, every call on the firm number is captured automatically, whether the broker is at a desk or between appointments. It is an optional paid add-on and is off by default. See business call recording for how network-level recording compares with apps.
What does call recording cost for a small mortgage firm?
Most SMB customers pay £20/user/month + VAT - a complete solution covering the SIM or eSIM, UK minutes and SMS, the recording, secure archival, and search & replay via the ONSIM dashboard. Nothing separately licensed, and it is self-serve from a single user, so a sole broker is not priced out. Full details on the business call recording page.
How would recordings help in a FOS complaint?
The Ombudsman decides cases on what is fair and reasonable in the light of the evidence, and contemporaneous records carry real weight against recollection. A recording of the advice call shows what was recommended, what was disclosed and what the client acknowledged. It cannot guarantee an outcome - nothing can - but it replaces "he said, she said" with the conversation itself.
How long should a mortgage broker keep call recordings?
MCOB sets retention periods rule by rule - three years is common for advised-sales records - and complaints can arrive later than that, so many firms retain for longer. UK GDPR requires a defined retention period either way. Our free call recording retention calculator works through the common UK regimes with cited references; treat it as a starting point for your compliance review, not a substitute for it.
Do we need to tell clients their calls are recorded?
If you enable recording you are responsible for using it lawfully. In practice UK firms typically notify - a line in the initial disclosure document or terms of business, or an announcement on inbound calls. How you meet your obligations is one for your compliance arrangements; recording on ONSIM is opt-in and off by default.
Can transcripts go into our CRM or case management system?
Yes. AI Insights (an optional, opt-in paid add-on) transcribes recorded calls and makes them searchable - ask "when did we discuss the five-year fix?" and find the call. Recordings, transcripts and call logs are available over our API so they can be filed against the case.
We are two brokers and an administrator - how do inbound calls get handled?
A hunt group rings the right people when the office number is called - the administrator first, then the brokers, or everyone at once. Hold, transfer, extensions and voicemail are included on the base plan; IVR menus and call queues are available as paid add-ons. One hunt group is included on accounts with 2+ users, and the logs show every enquiry that rang, answered or not.
Flexible pricing plans
Landline SIM
The brokerage number on every broker mobile
- UNLIMITED UK Calls & SMS**
- Inbound & outbound calls show your landline number
- Standard or eSIM
- Advanced Features
- UK Data Bundles (2GB,4GB,10GB,20GB,40GB @ £2,£4,£6,£8,£10)
- Pick new landline or use existing
- Cancel any time
- Trusted by 7,500+ UK businesses
Call & SMS Recording
What most SMB recording customers pay - all-in
- SIM or eSIM per user
- UK minutes and SMS
- Inbound & outbound call recording at network level
- SMS recording (both directions)
- Secure archival, retained per your policy
- Search & replay via the ONSIM dashboard
- Number porting included
- UK-based support
Want to speak to our sales team? Call us now on +443338804008
All prices shown are ex VAT**UK Mins are outbound calls to major (O2, Vodafone, EE and Three) UK mobiles (07), landlines (starting 01, 02, 03) and freephone numbers (0800, 0808). Unlimited call and SMS allowances are subject to our fair usage policy (5,000 mins and 1,000 SMS). Usage outside of these allowances are charged at 5p/min & 5p/sms. By default we only allow calling to inclusive numbers (excluding non-standard 07 numbers) to avoid incurring additional charges. You can request that these restrictions are removed at our sole discretion.