Abbey mortgage declined

VIGILANT22

I notice no comments on this thread from the Abbey adviser who is always on here "promoting" Abbey...is it Jill....

mortgagenewbee

14 working days now.... have complained two days running. Promised call backs from the advisor are falling on death ears.

Have been told it can take up to another 14 working days - they reappealed my case because the underwriters never got back in the first place. The case was reappealed on the 8th.

Any thing I can do after issued a complaint??

I promise myself not to deal with abbey again.

happybroker

Have you used the number I posted yet or are you still delaing with the branch "adviser"?

If you are still dealing with the branch you are being fobbed off, there is absolutely no way that it can take another 14 wd's. All of this smacks of the people who need to be involved not being involved and some one who is trying to cover their back doing their very best to do so.

Santander "official" complaints procedure (from the website) is pasted below....a bit long but I can't help that, sorry.
Complaints Department
We are serious about resolving customer issues fairly and as quickly as possible.
We can help
At Santander, we want to keep our customers happy, but we realize that we sometimes make mistakes... If you tell us about a problem, we’ll try our best to put it right. We appreciate your feedback as it can help us to improve our future service and products.
We’d also like you to tell us when we’ve done something well or have Surpassed your expectations.
This page tells you the three steps to follow to make a complaint. Please note that different procedures may apply to certain Santander products. These procedures may be outlined in your account or policy documentation, which will tell you who to contact at each stage of the complaints process.
If you have not been informed of a complaints process specific to the product you wish to complain about, please follow these steps:
Step 1- contact the department you have been dealing with or

• For Insurance, Mortgage or Investment product complaints, you can find details in your policy, account documentation or on your statement
• Contact us by telephone on the numbers below:
  • For Banking and Savings products 08459 724724
  • For Business Banking products 0845 6070666
  • For Credit Card products 0845 6021582
• Visit your local branch
• Write to us at: 9 Nelson Street, Bradford, BD1 5AD

When you contact us you will need to supply the following key information so we can help:

• Your name and account or policy number
• The reason for your complaint
• How you think the problem should be resolved
• A daytime telephone number we can contact you on to keep in touch while we resolve your complaint
• Photocopies of any relevant documentation

We promise to

• Let you know promptly that we’ve received your complaint
• Keep you informed on the progress of your complaint
• Resolve your complaint as quickly as possible. If we are unable to resolve it in four weeks and we need more time we will let you know

If you are still unhappy
Please see step 2 for what to do next.
Step 2 – Contact Complaints
If we have been unable to resolve your complaint, you can contact our central Complaints Team. The contact details are;
Complaints Department
Santander
PO BOX 5129
Milton Keynes
MK9 2YN
0845 6006014*
Typetalk:18001 0845 6006014*
We promise to
Undertake an independent review of your case. We will keep you informed of progress and aim to send you our final response within eight weeks of the date you originally complained to us. In many cases we will do it a lot quicker. If we can’t we will write to you explaining why we haven’t completed our investigations and telling you when we will have done so.
If you are still unhappy
If we have been unable to resolve your complaint to your satisfaction or haven’t sent you our final response after eight weeks from the date you originally complained to us, please see step 3 for what to do next.
Step 3 – Contact the Financial Ombudsman
Once you have given us the chance to put things right, if you are still unhappy you can contact the Financial Ombudsman Service. The contact details are:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800*

TBeckett100

should have gone through a broker.

Conrad

VIGILANT22 wrote: »

I notice no comments on this thread from the Abbey adviser who is always on here "promoting" Abbey...is it Jill....

I don'tknow the person you mean, but I have to say I'm incredulous that any adviser would consider Abbey anything other than amateur.

For my experience the sorts of brokers that like Abbey are those 'home of choice' thickies

VIGILANT22

I don't know if that comment was aimed at me "home of choice" thickies...just like yesterday and the cemap training manual...If so I'd ask you to refrain from such comments...No matter what you're continously critcising other advisers ie calling them muppets etc..all you do is bulldoze your way around the board...this is hardly a show of true professionalism.....in my experience this is normally the type of behaviour from cemap and cemap only thickies/wide boys

JA1000

I wish I could say Abbey have been good with me, they were until a few months ago that was when I approached them for additional lending. Spent 3 hours on the phone going through the initial process and quote "all cleared" credit check completed no problems, I sent all paperwork off and immediately got a letter declining. No reason why nothing. £100k joint income £140k Mortgage, £300k house value and applied for £30k additional lending for consolidation and just turned down flat. Apparently affordability was an excuse. I can afford the £1000 pm credit card repayment but apparently I couldn't afford £320pm £170k mortgage.

It's all to do with the underwriters, they are just a weird bunch who make decisions based on the wind direction. You'll never be allowed to speak to one and I am not convinced they can even speak.

If I was you I would stop wasting time chasing this, continue with the complaint but they will find some reason to turn you down and go elsewhere or find a broker.

Sorry for the bad news but I can see valuable time being wasted, would be no bad thing if you had two offers on the table anyway.

It is these underwriters blocking the recovery of our housing market, I don't see conversion rates published but we all know that they are way down!!

Conrad

VIGILANT22 wrote: »

I don't know if that comment was aimed at me "home of choice" thickies...just like yesterday and the cemap training manual...If so I'd ask you to refrain from such comments...No matter what you're continously critcising other advisers ie calling them muppets etc..all you do is bulldoze your way around the board...this is hardly a show of true professionalism.....in my experience this is normally the type of behaviour from cemap and cemap only thickies/wide boys

I did'nt know you were a broker! No signature for a start so how would I know. I'd assumed you were either loosely connected to the scene or in training.

I would have no idea which network any broker was a member of let alone yours.

The reason I mentioned home of choice is because I've come accross some none to wise brokers that all happened to be under this umbrella recently.

Indeed one I reported last week as thier website was advertising 100% and self cert mortgages which do not exist. This is the second time I've recently seen HOC brokers with illegal sites, so one wonders what on Earth HOC compliance department are doing. It's only a matter of time before they get a hefty fine from the FSA unless they get with the programme.

mortgagenewbee

Thanks for your response. I am dealing with the complaints department. They sent a couple of emails to my sales advisor so she can contact me, also to her manager but she hasn't been in contact with me. Poor, poor customer service.

This really is a joke. I am being told the case was re-appealed to the underwriters on 8 feb and it can take up to 2 working weeks from this date. But the point is the case was re-appealed because the underwriters didn't get back with anything in the first appeal, so they have had a solid 16 working days or almost 3 weeks. Not acceptable at all.

mortgagenewbee

JA1000 wrote: »

I wish I could say Abbey have been good with me, they were until a few months ago that was when I approached them for additional lending. Spent 3 hours on the phone going through the initial process and quote "all cleared" credit check completed no problems, I sent all paperwork off and immediately got a letter declining. No reason why nothing. £100k joint income £140k Mortgage, £300k house value and applied for £30k additional lending for consolidation and just turned down flat. Apparently affordability was an excuse. I can afford the £1000 pm credit card repayment but apparently I couldn't afford £320pm £170k mortgage.

It's all to do with the underwriters, they are just a weird bunch who make decisions based on the wind direction. You'll never be allowed to speak to one and I am not convinced they can even speak.

If I was you I would stop wasting time chasing this, continue with the complaint but they will find some reason to turn you down and go elsewhere or find a broker.

Sorry for the bad news but I can see valuable time being wasted, would be no bad thing if you had two offers on the table anyway.

It is these underwriters blocking the recovery of our housing market, I don't see conversion rates published but we all know that they are way down!!

Thanks, it's a shame you couldn't get additional lending. I'm stop wasting time on this - cost me a good fortune ringing them every day chasing up. Can't keep wasting time on this any longer.

Why are underwriters so bloody slow at getting things done??