Lifetime mortgage specialist Pure Retirement has restructured its originations team with long-standing underwriting department manager Gavin Hancock appointed head of initial loan originations.

Hancock is a key figure in Pure’s operational evolution with over 25 years of financial services experience and is credited with pioneering the firm’s Underwriting Promise, which ensures adviser cases are handled by a single underwriter from submission through to completion.

PHONE-FIRST

Under Hancock’s leadership, Pure has championed a phone-first culture and a solutions-driven approach, helping advisers navigate complex cases while maintaining momentum.

In his new role, he will focus on streamlining the wider originations journey and expanding enhancements across the adviser and customer experience.

Beth Lawson succeeds Hancock as underwriting department manager, after eight years at Pure and a total of 14 years in the financial services sector.

She brings a strong focus on adviser collaboration, service integrity, and delivering compliant, customer-centric outcomes.

RAISING THE BAR

Hancock said: “We’ve already rolled out significant improvements across underwriting, and this next phase will strengthen the full originations process.

“With a committed team behind me and positive adviser feedback reflected in our NPS and Smart Money People scores, I’m confident we’ll continue to raise the bar on service standards.”