Hi All,
I am really hoping someone can offer me some advice on my situation. During April I spoke to my current lenders who advised me on the deals they were able to offer, they were higher than some I had seen online (through money saving expert) and as a result I carried out a lot of research and found the best deal for me. Rather than use snail mail I decided that as there was a branch of this provider local to me that I would ring them so I could complete face to face with a member of their staff. I spoke over the phone to their advisor and arranged an appointment, I was given a list of documents to take and I had told him which product I was interested in, therefore no lengthy advice session needed.
I initially rang on Wed 24th April, first available appointment was Wed 1st May. I took the documents with me as requested, the advisor told me that this was great, he hadn't had time to fill out the paperwork during that session so advised me that I would need to make another appointment to pop in just to sign the papers. That would need to be the following Wednesday (8th May), I went to that appointment and he rifled through the files and could not find the paperwork I was told "it must be in my other file" but not to worry, he could email them to me the next day and as soon as I'd received them email him and he'd take that as permission to go ahead. I waited all day Thursday, nothing! I rang to see where they were and was told 'sorry' but they'd be with me Friday, again I heard nothing Friday, I rang again and again apologetically I was advised they would be with me by 3 o'clock and that he would inform head office and it would be triggered that day. 3 o'clock came and went. After 5 I have a phone call again apologising for delay, he then asked me questions re information (I'd already supplied) suggesting he was filling in said 'paper work' there and then! It was emailed to me and he slipped in at the end of the conversation "...nothing will be done until Monday now as they (head office) are closed" I didn't challenge this as this fact was by now obvious. I printed the documents, signed and returned them to the office as agreed by the Monday (I was told that a surveyor would be out within 7 days as per company policy) I left it until later that week, then rang him to find out where we were at with the application and he said he'd chase it up, not long after this I had email from head office to say they'd just received contact from the advisor and that the process was under way (impression I got was that he'd only just spoken to head office).
I waited a few more days, then rang head office to find out what was happening, head office said we're aware of the situation, but we haven't had any paperwork from the advisor so couldn't progress? I asked what was going on and no one wanted to deal with the situation, I was advised to go back to the advisor? I then had to return to the branch where by now I was also communicating with the manager (who was very apologetic) when I arrived at the branch, I was called into the office with the advisor and said, I've just rung head office I don't know what they are talking about, I sent off the paperwork, they have it but they can't seem to find it, so here are some more papers can you sign them again?????? By this point it was around May 24th, then I eventually get call from surveyor, who was unable to come until 30th May.
A very nice surveyor came to see me and I explained my anxiety and told me that his report would be in with advisor within 24 hours and that he may even have it in by end of the day. So I rang the mortgage advisor who was very pleasant as always on the phone, who said not to worry, he'd check it and would ring me the following morning. Needless to say he never rang. I emailed him to remind him as he'd asked me to (around 9.30am) and I waited, but nothing came, I rang about 2.30 to be told by a member of staff that he'd gone home, it was his half day? He'd never mentioned this at all. The branch manager (who is aware of the issues and is trying to be helpful) called me back, and promised to find out what was happening and ring me on Monday. However I am still not in a position to have my offer letter from the company yet and I know that from that time alone it will take at least a fortnight for their solicitors to complete their documents?
I have re-mortgaged before a number of times and I have never faced such issues? It has always been a quick process? Please could someone offer me some constructive advice on what I should actually be expecting from the advisor and the provider, in terms of time and treatment? I really feel out on a limb at the moment, I'm very stressed about the whole situation. I regret not using snail mail at the moment :(
Thanks guys, I look forward to hearing from you all
Cara
I am really hoping someone can offer me some advice on my situation. During April I spoke to my current lenders who advised me on the deals they were able to offer, they were higher than some I had seen online (through money saving expert) and as a result I carried out a lot of research and found the best deal for me. Rather than use snail mail I decided that as there was a branch of this provider local to me that I would ring them so I could complete face to face with a member of their staff. I spoke over the phone to their advisor and arranged an appointment, I was given a list of documents to take and I had told him which product I was interested in, therefore no lengthy advice session needed.
I initially rang on Wed 24th April, first available appointment was Wed 1st May. I took the documents with me as requested, the advisor told me that this was great, he hadn't had time to fill out the paperwork during that session so advised me that I would need to make another appointment to pop in just to sign the papers. That would need to be the following Wednesday (8th May), I went to that appointment and he rifled through the files and could not find the paperwork I was told "it must be in my other file" but not to worry, he could email them to me the next day and as soon as I'd received them email him and he'd take that as permission to go ahead. I waited all day Thursday, nothing! I rang to see where they were and was told 'sorry' but they'd be with me Friday, again I heard nothing Friday, I rang again and again apologetically I was advised they would be with me by 3 o'clock and that he would inform head office and it would be triggered that day. 3 o'clock came and went. After 5 I have a phone call again apologising for delay, he then asked me questions re information (I'd already supplied) suggesting he was filling in said 'paper work' there and then! It was emailed to me and he slipped in at the end of the conversation "...nothing will be done until Monday now as they (head office) are closed" I didn't challenge this as this fact was by now obvious. I printed the documents, signed and returned them to the office as agreed by the Monday (I was told that a surveyor would be out within 7 days as per company policy) I left it until later that week, then rang him to find out where we were at with the application and he said he'd chase it up, not long after this I had email from head office to say they'd just received contact from the advisor and that the process was under way (impression I got was that he'd only just spoken to head office).
I waited a few more days, then rang head office to find out what was happening, head office said we're aware of the situation, but we haven't had any paperwork from the advisor so couldn't progress? I asked what was going on and no one wanted to deal with the situation, I was advised to go back to the advisor? I then had to return to the branch where by now I was also communicating with the manager (who was very apologetic) when I arrived at the branch, I was called into the office with the advisor and said, I've just rung head office I don't know what they are talking about, I sent off the paperwork, they have it but they can't seem to find it, so here are some more papers can you sign them again?????? By this point it was around May 24th, then I eventually get call from surveyor, who was unable to come until 30th May.
A very nice surveyor came to see me and I explained my anxiety and told me that his report would be in with advisor within 24 hours and that he may even have it in by end of the day. So I rang the mortgage advisor who was very pleasant as always on the phone, who said not to worry, he'd check it and would ring me the following morning. Needless to say he never rang. I emailed him to remind him as he'd asked me to (around 9.30am) and I waited, but nothing came, I rang about 2.30 to be told by a member of staff that he'd gone home, it was his half day? He'd never mentioned this at all. The branch manager (who is aware of the issues and is trying to be helpful) called me back, and promised to find out what was happening and ring me on Monday. However I am still not in a position to have my offer letter from the company yet and I know that from that time alone it will take at least a fortnight for their solicitors to complete their documents?
I have re-mortgaged before a number of times and I have never faced such issues? It has always been a quick process? Please could someone offer me some constructive advice on what I should actually be expecting from the advisor and the provider, in terms of time and treatment? I really feel out on a limb at the moment, I'm very stressed about the whole situation. I regret not using snail mail at the moment :(
Thanks guys, I look forward to hearing from you all
Cara