how do I challenge Abbey on fixed rate mortgage?

Indigolantz67

I really need some advice, back in Sept last year our fixed rate of 3.99% came to an end. At that point we did not know the base rate would drop so went for another fixed deal for security. However on the last day of the 14 day cooling off period I contacted Abbey and said that we had changed our mind and wanted to go for the tracker option. The woman said that we were 1 day too late, which I challenged and she said she would look into it. The result was that we got a letter saying that it appeared that the advisor had not given us all the information she should have done the day we agreed to the original rate by phone, with the letter was a list of what we should have been told and we were asked to sign it to say we understood. We did not sign it as I suspected they were trying to get out of their commitment to us. At the same time my mother became very ill and until now I have been caring for her and my family not to mention working full time and to be honest have not had the strength to take on the Abbey. However now I can but I do not know wher to start can anyone help? do I have grounds to get them to change it over to the tracker I asked for and if so can i get them to backdate it??

Please help

happybroker

it will be a fight I am sure but the letter you have had sounds like it cam from a complaints team and if so there should be a number on it to ring and this would be your best course of action. Unfortunately all I see you get on here is conjecture and you really need to be dealing in facts.

good luck with it though

Indigolantz67

Thanks for taking the time to reply, I really appreciate it. I think you are right it probably did come from a complaints dept, unfortunately I have hunted high and low for the actual letter but have put it somewhere for safe keeping ! say no more. So no number to call other than just Abbey's main number and ask for their complaints dept. I just wanted to be clear about what rights I had before I spoke to them.

I wondered if there was anyone out there who had, had a similar situation??

Thanks again

Freshbeer

I would go back to that department first, they should have a log of your calls and may be able to do something. As it has been a while since you did the original change, it may be unlikely them to back date it but it's worth a shot. If you are still unhappy after speaking to them, take it direct to complaints but it is better to speak to the department you dealt with first. The letter was probably from that team once they realised the mistake when you called back.