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mroakley · 02-11-2009, 1:07 AM

I've written to my Mortgage lender asking them to tell me whether or not they feel I qualify for the government help scheme, 'Home Owner Support', but after several weeks they still haven't replied. Previously we were told over the phone by a company rep (no name given) that we had the wrong type of mortgage. But I've since found out that this isn't so, and that we actually seem to tick all the boxes to qualify for this help. I realise the postal strike may have held up their response, but even so it seems quite a while. They've done this to us before (i.e; ignored letters) when the issue was something that's of no benefit to them. Unfortunately they don't have an email address via which customers can make contact, so "snail mail" is the only option. I feel I need to get their position on this, one way or the other, in writing - but what can I do if they simply ignore customer letters?
Any suggestions? Thanks

Let Us See · 02-11-2009, 11:30 AM

Only the obvious!!!

You don't mention if your lender is a bank or building society. Presumably:

There should be a local branch near you? Go and pay them a visit and ask your answers directly.
The lender must have a customer service phone number?

Cannon Fodder · 02-11-2009, 11:41 AM

Google their Chief Executives name, then try joe.bloggs@etc...

mroakley · 02-11-2009, 11:07 PM

Hi again.
Let Us See: It's a subsidiary of Bradford & Bingley - Mortgage Express. Unfortunately there are no high street branches They do have a customer phoneline but, as I say, I think I need a verdict from them in writing. Over the phone we've been told we don't qualify - but that contradicts the advice we've had subsequently.
Cannon Fodder: I'm going to try googling their chief exec, as you suggest. Good idea - cheers! Watch this space...
Oh and, btw, is the "no signature to remove" message for me? I don't understand this...?

Thanks for both replies, and any others that may follow

maninthestreet · 03-11-2009, 8:28 AM

The mortgage assets of Bradford & Bingley Group were taken into public ownership last autumn. Their contact details are:

Registered Office: Mortgage Express, PO Box 88, Croft Road, Crossflatts, Bingley, West Yorkshire BD16 2UA. Registered in England and Wales No. 2405490.

Is that the address you are using?

mroakley · 03-11-2009, 11:07 AM

Maninthestreet: No, the address I have is PO Box 99, Bingley, BD16 2LX - which is the address for their Collections Dept. I guess all they're concerned with there is getting mortgage arrears paid off - as opposed to advising borrowers on their rights. I even addressed my letter to an actual named person in that office but she's ignored it. I may well do better writing to the address you've supplied here. Thanks very much, I'll give it a try.
Meanwhile, Cannonfodder: The only CE I can find is Chris Rodrigues at Bradford & Bingley - who is apparently, like, hugely important! Should I just go ahead and send him a copy of my piddling little letter anyway?

maninthestreet · 03-11-2009, 11:49 AM

As they are in public ownership, you can write to your MP asking him/her to help. Maybe a good idea to write to both addresses you have for Mortgage Express stating you will ask your MP to intervene on your behalf if they do not reply - make sure you state that you will pass on to your MP the names of all the people you have dealt with at Mortgage Express in relation to this matter.

mroakley · 03-11-2009, 1:32 PM

Man-nay-Geniusinthestreet: Amazingly, I was already set to go see my MP (Alistair Burt) at his local surgery this coming Friday, but about another matter entirely. It never crossed my mind to bring up the mortgage issue - but, of course, that's the very place to take this particular problem.
Can't thank you enough. You're a star.

midge61 · 03-11-2009, 3:38 PM

Do you send the letters by recorded delivery? At least then you will have proof that they have received it.

You could also try CAB who will phone on your behalf or try phoning the FOS and asking them what you can do about them refusing to answer your letters.

mroakley · 03-11-2009, 8:52 PM

Hi, Midge61: Haven't tried recorded delivery as I wasn't sure how that works with a PO box. Would there be anyone available to sign for it?
CAB phoning on our behalf sounds like a good idea. I guess, since there'd be an independent witness, it'd be as binding as if they put their response in writing. I'm probably going to kick myself when you tell me, but I can't think what the FOS is...?
Many thanks!