Countrywide Mortgages charges

Dan_1976

Hope you get this sorted, I am sure you will win.

They cant not put an offer forward until you see the broker, its against the rules as it has already been said. Mention Treating the Customer Fairly in your complaint, as they are not treating you in this way. The FSA are or was obsessed with TCF!!

I must say though, free mortgage advice is on its way out. The FSA dont like it and the brokers etc cant afford it!

God luck, I hope you beat the bad guys!

Senior_Paper_Monitor

Just for clarification here ... there are two separate companies and complaints:

1) The brokers (Countrywide) about which most of the previous postings have been about. Frankly they appear to be dead in the water - if they don't capitulate, apologise and confirm that no broker fee is required (they have 5 days for an acknowledgement and 4 weeks for a formal response - an extension above 4 weeks would not be acceptable in this case) I have no doubt that the Financial Ombudsman Service, which is your 'next port of call' will 'wipe the floor with them'.

2) The Estate Agents who certainly acted 'against the rules' in threatening not to put your offer forward. Unfortunately they are to a great extent self regulated and their correct processes are undefined and generally undocumented (unlike the mortgage brokers). Hoever they will be a member of a voluntary body with published service standards and/or rules of conduct (probably on their website) - you won't get much satisfaction from them at the end of the day, but because I am a vindictive b******d when I have been 'rolled over' (and like to help avoid them doing this to someone else in the future) I would make a complaint about the behaviour referring to their actions in breach of their rules of conduct and copy this to their association and the vendors (who will also hopefully give them a hard time). If nothing else you will wast a good chunk of the agents time dealing with the complaint.

adbee

Senior_Paper_Monitor wrote: »

Just for clarification here ... there are two separate companies and complaints:

1) The brokers (Countrywide) about which most of the previous postings have been about. Frankly they appear to be dead in the water - if they don't capitulate, apologise and confirm that no broker fee is required (they have 5 days for an acknowledgement and 4 weeks for a formal response - an extension above 4 weeks would not be acceptable in this case) I have no doubt that the Financial Ombudsman Service, which is your 'next port of call' will 'wipe the floor with them'.

2) The Estate Agents who certainly acted 'against the rules' in threatening not to put your offer forward. Unfortunately they are to a great extent self regulated and their correct processes are undefined and generally undocumented (unlike the mortgage brokers). Hoever they will be a member of a voluntary body with published service standards and/or rules of conduct (probably on their website) - you won't get much satisfaction from them at the end of the day, but because I am a vindictive b******d when I have been 'rolled over' (and like to help avoid them doing this to someone else in the future) I would make a complaint about the behaviour referring to their actions in breach of their rules of conduct and copy this to their association and the vendors (who will also hopefully give them a hard time). If nothing else you will wast a good chunk of the agents time dealing with the complaint.

The original house I wanted to put an offer on was a repossession, and they would not allow me to put an offer on it, untill I had spoken to there broker. The person I was dealing with in this estate agency was very pushy, and clearly massively commission based.

The house in which I have had my offer accepted with, is with a different estate agency, and I have never dealt with a nicer person through all the viewings I had with many different estate agents.

I was quite pleased about goin with a different agent after the way they treated us, and I think there loss of business is enough to be bothered with to be honest. As you said yourself, I am not really going to benefit anyone by putting a complaint to them.

I have now recieved an email acknowledging my complaint from Countrywide. I hate the way there mortgage advisor tries to fake friendship with you, because it is going to make it a bit embaressing next time I speak to him, as I had already made my point with him first.

magpiecottage

Senior_Paper_Monitor wrote: »

they have 5 days for an acknowledgement and 4 weeks for a formal response - an extension above 4 weeks would not be acceptable in this case

No they don't - they have 8 weeks from when you first expressed dissatisfaction to any employee or representative and they are not allowed to demand you put it in writing.

It is not for us on MSE to decide how long is acceptable. The FSA sets the rules and FOS will follow them.

Keep and documentation you have, including anything on their website that says there is no fee (print it out because they may change it).

Senior_Paper_Monitor

In response to Magpie's slightly terse repsonse....

Countrywide publish ....

adbee

To kick them in the teeth more I have just cancelled both insurance policies I was aggressively sold in my meeting with them. Just checked online for comparison and the prices of there home and contents insurance is absurd.

It was with AXA and if you go through AXA online it was literally half the price!

Conrad

adbee - countrywide are typical of those supposedly 'free brokers'. In the end thier most important aim, thier true reason for feigning freindship is to flog you insurance.

I do wish people would finaly realise there is no such thing as free. Look at the wolsterhomes solicitors thread - another cheap n cheerful advice service gone wrong.

People call me and the first thing they bask is what's the fee, rather than what's the service.

adbee

I received an email from them today saying:

"Good morning

In respect to your e-mail dated 11 February 2010 I can confirm that on this occasion the £99.00 fee will be waived. If you require any further information please contact me."

Dont ask you dont get lol

Mhumphuk

We also got roped into seeing a broker from Countrywide, about 2 months ago our mortgage went through fine and then a dubious transaction came up on my account for Countrywide Principal for £99. At first I thought it may have been the insurance fee or something to do with the mortgage, so I contacted them and they forwarded me onto my original broker. Who strangely wouldn't answer any of my calls, so I sent him an email, to which he responded it was the mortgage admin fee as discussed. Now to my recollection and all the documents I signed and from what he kept telling us that this was a fee free advice and that he got paid from the other side i.e. the lenders. After checking the website you will notice a ridiculous claim at the bottom of the page, please check Countrywide Mortgages No fee section
I've spoken with the complaints department at Countrywide which ended up in a shouting match from strangely very much there side, perhaps some staff training issues, to which they didn't listen and there most definetly not willing to part with any kind of cash. I know that they missold me info and was hoodwinked into believing the no fee advice, How can they argue its free advice when they charge you £99. Just have to wait for them to send me the documentation over and then i'm gonna have to take it to the Financial Ombudsman and then onto legals. Just not a happy customer, how can they treat people like this, shocking. Never ever would I recommend to use a countrywide broker!!!!

payless

just adds to the view that commission based advice is best... although this is not really true

A number of estate agents will take commission, some also charge a fee on top yet only offer commission paying prducts - sometimes even from a restricted panel.

True independent advice would be better...

ie you pay a fee but get told about all mortgages ( then if commission is paid you get this paid to you)