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Mortgage Insurance and Mortgage Provider

Last year my friend died tragically from a brain aneurysm. She had a mortgage with Cheltenham and Glousester and a mortgage insurance policy with Friend's Provident. Her property has now been sold and we are waiting for the estate to be settled. However, before Friend's Provident will release the amount covered by her policy they need a form to be completed by C&G. The form was sent to C&G 3 months ago. After a few weeks and with great difficulty we contacted C&G as Friend's Provident had not received the form back. C&G denied they had received the form so it was resent. To no avail. It has been impossible since to contact anyone there who will admit to any responsibility for this.

This has been a very difficult time for all of us, not least because the mortgage has only partially been paid off. It seems a disgrace that C&G can behave in such a cavalier fashion when dealing with bereaved family and friends.

Does anyone know to whom a complaint should be made or even exactly which'department' of C&G deals with mortgage insurers. Any advice would be welcome. We are at the end of our tether!

:confused:

Comments

  • HelpWhereIcan
    HelpWhereIcan Posts: 1,343 Forumite
    The department dealing with it should be their settlements team within their normal mortgage Customer Services (although they may well have a specialist department that deals with deceased customers' affairs). My daughter's best friend's mother (if that make sense) works for Lloyds TSB/C&G so will ask her if she knows and post her reply if I get one.

    In the meantime the following should be useful

    http://www.cheltglos.co.uk/export/sites/consumer/documents/CGP_2152_Service_Promise_-_mortgages_CGP_2152_Service_Promise.pdf

    Whoever looks after it you should complain to C&G first. Make sure they know it is a formal complaint you want dealing with under the formal complaints process (as if you should have to tell them but...)

    Once you have exhausted their complaints process you can take your complaint to the financial ombudsman to review it independently.

    However, you have to ask what the end result you want is. If it's for them to pull their finger out you may find that starting the formal complaints process is enough.

    If you think the estate has lost out financially (charges or additional interest incurred/lost due to delay or a lost sale of the property) then you need to ensure you know what those figures are as they are only obliged to put the estate into the position it would have been had the service been provided properly in the first place.

    Provider delays and poor service are a big part of any adviser's job and I can sympathise with you as they are not uncommon.

    good Luck
    I am an IFA (and boss o' t'swings idst)
    You should note that this site doesn't check my status as an IFA, so you need to take my word for it. This signature is here as I follow MSE's Mortgage Adviser Code of Conduct. Any posts on here are for information and discussion purposes only and shouldn't be seen as financial advice.
  • Nicc
    Nicc Posts: 7 Forumite
    The department dealing with it should be their settlements team within their normal mortgage Customer Services (although they may well have a specialist department that deals with deceased customers' affairs). My daughter's best friend's mother (if that make sense) works for Lloyds TSB/C&G so will ask her if she knows and post her reply if I get one.

    In the meantime the following should be useful


    Whoever looks after it you should complain to C&G first. Make sure they know it is a formal complaint you want dealing with under the formal complaints process (as if you should have to tell them but...)

    Once you have exhausted their complaints process you can take your complaint to the financial ombudsman to review it independently.

    However, you have to ask what the end result you want is. If it's for them to pull their finger out you may find that starting the formal complaints process is enough.

    If you think the estate has lost out financially (charges or additional interest incurred/lost due to delay or a lost sale of the property) then you need to ensure you know what those figures are as they are only obliged to put the estate into the position it would have been had the service been provided properly in the first place.

    Provider delays and poor service are a big part of any adviser's job and I can sympathise with you as they are not uncommon.

    good Luck

    Goodness, that would be so kind of you to ask! We did manage to get hold of a fax number and asked them to repond within 24hrs but still no dice. We tried visitig a branch of Lloyds (as no C&G branch nearby) but they said they were unable to help.

    In the meantime we'll follow your advice re complaints system.

    Many thanks :beer:
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