We genuinely welcome all customer feedback & strive to deliver excellent customer service at all times, which as you will see from our overall review rating of 4.9 we consistently achieve & our customers continue to enjoy our service & recommend us.
Therefore, it is naturally very disappointing that you seek to tarnish our excellent reputation with your review, especially when we have already provided you with a detailed personal letter giving you the reasons for your declined applications. We reiterate the reasons for the declines were unfortunately totally outside of our control & we have evidenced that we did everything possible in an attempt to secure the mortgage for you over multiple applications.
It seems rather odd that you have given us such negative feedback & tell everyone to avoid using us, when you indeed have continued to use us multiple times over the years. We note that almost every review you provide to companies online is 1 star & all very similar wording as you have provided for us. It seems that unless a company agrees to your unrealistic & totally unjust demands for refunds then you publicly trash them. In our instance, not only did you insist upon a full refund, but also expected us to reimburse you for fees paid to 3rd parties for works they completed, along with expecting us to pay your loan interest payments & even pay compensation for your time! We can assure you that we have invested / lost considerably more money from these applications than yourself.
Despite providing you with Decisions In Principle (DIPs) & ensuring you fit the lenders criteria, NO mortgage can be guaranteed until it is Offered & even then, all the legal aspects completed. It is always the Underwriters prerogative to request additional supporting documentation as an application progresses, especially in complex cases such as yours, so this can never be known nor accurate timescales provided upfront.
Our fees are extremely competitive in the market for the service we provided & have not been increased for 5+ years now which is exceptional. Additionally, our Terms of Business are signed by all customers before any applications are submitted, clearly state that our upfront Admin fee is strictly non-refundable. All lender fees were communicated to you upfront in writing, excluding any ad-hoc document requests which Underwriters may have requested as the application progressed. Additionally, the lenders’ Underwriters choose which documents they wish to see & invariably more documents can be requested based on the circumstances & contents. Lender Underwriters have to be 100% comfortable to be able to lend & so no guaranteed decision or offer can be made until this is the case & we certainly never made any guaranteed assurances to you.
We did everything possible to try & get your applications successfully completed & constantly chased up all parties involved & made considerable investment in terms of days & days of staff hours on your applications, so to suggest that we are only interested in application fees, when we only actually make money from successfully completed applications, shows a lack of common sense. Had we only been interested in making money from the upfront Admin fee we take as you suggest, then we would have simply walked after the first declined application as most brokers would have. Instead, we continued to invest many more days in staff hours to seek to secure you the funding.
Finally, to suggest we are not transparent in our customer communications is totally inaccurate since all our clients are given direct access to our WiiN portal where they can view the latest status of all applications 24/7, which is in addition to direct access to your Dedicated Case Manager & the pro-active case updates we provide by both phone & email.
We are as equally disappointed with the declined applications as we pride ourselves on success, but we feel it very necessary to accurately report the true circumstances & events.
