My word against Mortgage Advisor?

VIGILANT22

Face to face has a procedure to follow, the OP would have been issued with paperwork before additional borrowing completed it is his/her responsibility to ensure it is read and understood...I somehow feel they went to a branch and saw a customer service adviser and not a mortgage adviser...big difference..if a mistake is made no comeback as you did not rcv advice...Also they don't always have they tapes as they say this conversation MAY be taped....if you have a complaint they cant find the tapes vice versa and they can find them!

SLAMMER_2

if you had a complaint but it was based purely on an advisor/consultants word face to face or over the phone.

Which one would you have more chance of finding out the true detail from?

Of course they could always say they can't find the tape etc but you still have more of a chance, i'd reckon.

in this instance it sounds like the op didn't read the paperwork correctly so they may have no hope.

VIGILANT22

If you don't see/speak to an adviser you can't complain about the advice given as all you have rcvd is information only and not advice. Advisers have a compliant procedure to follow ie complete fact find etc everything has to be documented...an adviser would have to document why they took the reserve facility away....

SLAMMER_2

if that is the case then its an open and shut case, it will be in the fact find. If its not then you can't prove otherwise, unless it was recorded on tape.

VIGILANT22

But they may have seen a customer service advisor, who only offers information only and not advice....so then you have no complaint about wrong advice.

TBH this doesn't make sense!

getmore4less

What figure for the original loan was on the the request for the additional borrowing, the actual balance or the total you thought you could draw upon?