Feel ripped off by Connells...

homer_j_3

My comments regarding conflicts of interest is that they are tied to the estate agency and whilst they are not tied to the mortgage company, they are plugging their services as a condition of doing the business when there is a perfectly acceptable free service as an alternative.

The company that do all the processing of applications once I have submitted the case do offer solicitors as part of the package, however, if the deal includes free legals or should the client wish to use their own then these are not applicable. That to me is an optional service which a company should be entitled to offer as an option and is acceptable where as this valuation was conditional not optional.

With regards to the 450, all I can suggest is you put an official complaint to the adviser and state that you have discovered that the product that has been recommended has a free valuation attached to it and had you been given the option, you would have chosen this over paying this money out of your pocket.

As Andy has said above, there needs to be clear justification to why an urgent valuation needed to be done and if you can demonstrate that they have not done this or proved the benefit then it is bad practice.

I would request that they refund the fee back to you immediatelY or say that you will proceed to the Financial Ombudsman.

secret_sam007

Thanks folks - Ive raised a right stink via phone and email allready, and been promised its been escalated already - and they will look into refunding the mortgage valuation fee...! (plus the mortgage advisor - who is actually pretty good got the paperwork sorted, shame their admin lets them down though...).

Looks like this forum may help save me £450 - I'll escalate via their FSA compliants procedure if I dont get any joy, at least I know the procedure now - I couldnt even find their head office number in the directory!

Thanks again folks - will keep you informed!

Sam

homer_j_3

so that 100 for you andy, 100 for you MM and 100 for me.. lol

Keep us all posted sectret_sam007 and let us know what happens as I am sure you will not be the last one to go through this.

secret_sam007

2 emails (3 today!) and phone-calls,etc to the advisor later and all I've got are promises and no action...and a whole log of gobledygook about their "they were just following their normal procedures", etc.

FSA, FSO loged compaint or their 'internal FSA complaints procedure'?
(I cant find their phone for their HQ in Leighton Buzzard that was kindly mentioned earlier...)

many thanks!
Sam

AndrewSmith

Hi Sam,

I will see if I still have the number for the H/O in Leighton Buzzard.

You are doing the right thing by not letting it drop. Whatever happens make sure you carry this complaint through as this kind of practice needs to be stopped.

Andy

MortgageMamma

Yes I agree with Andy too Sam

Go for it, and if you need to let off steam we will be here to support you and tell you what to do. I'd say good luck but I really don't think you need it, but, don't let them wear you down with their tiresome excuses. Dig your heels in and stand firm. and don't take no for an answer!

Lisa x

secret_sam007

Thanks all for your advice.

Tried getting hold of them again on Friday, no-joy, so I decided attack is the best form of defence here....

I lodged an official FSO compliant via phone (the FSA does'nt appear to deal with this sort of thing) on Friday and found Connell's head-office HQ email address (its very well hidden, and not on their web-site at all!) and emailed them informing them of the FSO complaint, and that I fully intended on taking this all the way to complaints procedures and/or the press if needed.
(and I fully intended to, I love great customer-service,
but when I feel really ripped-off....)

They've agreed to refund the difference in the fees.
i.e. Connells £455 mortgage valuation vs a free [upto £650] one from Coventry
VS
a £199 booking fee that Coventry charges, (which Id overlooked earlier!).

Bottom line is that Ive made it cost-neutral again with the high-street product and got back the £256 I was owed!

Many thanks all for your advice & support.

PS For my information, what have others consumers experiences been here with mortgage advisors, and is my experience here with mortagage advice company typical...? (the only other one I visited wanted to charge me £1000 up-front just for initial advice...or maybe Ive just had a bad-run here..?)

I expected open-costings (especially post-FSA), not 'hidden' extra-charges;
and I certainly expected at least as fast a service as going directly to a bank, instead had I not repeatedly chased down paperwork,
I am sure the whole sale process would have been delayed/fallen-through..!

Just curious...!

Thanks again folks!:T
Sam

AndrewSmith

I think you have had a bad run to be honest.

This type of scenario is typical of an Estate Agency broker and, as I said, knowing their systems very well it will continue to happen until someone (the FSA) stops it.

If in the future you are looking to use a broker again, ask them about charges etc up front before you agree to an appointment.

Glad it worked out in this case for you

Andy

MortgageMamma

Hi sam

Next time you look for a broker, try and find someone who is independent of an estate agents as they will then truly be working on your behalf.

Good luck with the claims

Lisa