Abbey Mortgages

Gambit

mattED wrote: »

Advisor called tonight to say that the abbey representative has spoken to the uder writer and has passed the mortgage off now just got to wait for survey!

That's very good news mattED! I wonder why they took so long to get it sorted? Good to hear your advisor pushed it through though!! :j

mattED_2

really not sure, my FA emailed the payslips over to the rep yesterday afternoon and i got a call back at 5.30 to say they have everything and its gone through!

andyhart44r

JA1000 wrote: »

Quote from Santander today when I phoned them up about my application -

Me - Why is it taking so long?
Santander - Did you go via a broker?
Me - Yes -
Santander - Well that's probably why it is taking longer!!

Well to all the brokers on here take note - we shouldn't be using you!!!

It apalling to see that the comments of an individual can be construed as a representation for the entire company. Yet that is the way it is, and that individual doesn't understand this, probably because they are a part time employee who is at uni and doesn't give 2 sh*ts.

I know that a lot of business is introduced, and personally speaking, have seen more mortgages recently via introduced business than through direct channels.

I think it enables a more personal level of service and if i could afford the fees would probably go down that route myself.

/RANT

happybroker

andyhart44r wrote: »

It apalling to see that the comments of an individual can be construed as a representation for the entire company. Yet that is the way it is, and that individual doesn't understand this, probably because they are a part time employee who is at uni and doesn't give 2 sh*ts.

I know that a lot of business is introduced, and personally speaking, have seen more mortgages recently via introduced business than through direct channels.

I think it enables a more personal level of service and if i could afford the fees would probably go down that route myself.

/RANT

You're quite right Andy, it's rubbish isn't it?

I believed the one person that told me Abbey are committed to intermediaries and that I should trust him that the service will be excellent, unfortunately that turned out to be a lie. I also believed the person who dealt with the first complaint I lodged that it wasn't normal, and the second, and the one after that.

I guess you work for them (having previously posted to this effect) and I am told that direct and intermediary channels are seperately administrated. So, if you see business levels in both channel you must be fairly senior.....could you tell us what your organisation is doing to work this out and also how launching lower priced products when they are clearly struggling with current workloads?

Also could you tell me where the added expense comes from (other than your self imposed dual pricing) in using brokers as many are fee free when using a commission paying lender?

JA1000

Todays conversation with Santander minutes ago (I must point out it is the A&L so Santander will distance themselves)

Me - Have you heard back from Esurv
A&L - We chased yesterday and they said it would be back last night or this morning
Me - So is it back?
A&L - I don't know, it could be on the fax but it hasn't been booked on yet
Me - How long does it take to get booked on
A&L - We are within service levels
Me - So when will it be booked on
A&L - Within 48 hours
Me - When will I get the results
A&L - We will let you know within our service levels
Me - And what are these (meaning the times)
A&L - These are the times which we have to come back to you
Me - What are the timescales, 1 year, 1 month, 1 day?
A&L - 7 days
Me - Working Days?
A&L - Yes
Me - Thank you

So just to get a figure out of A&L is going to take 9 days from the point of obtaining it from Esurv, which has already taken a 7 days!!!!

andyhart44r

Prior to arriving at the mortgage ops centre they are, but as soon as the case is transmitted fom AFI/Branch then they are in the same queues of work. And to be honest, the mortgage ops centre aren't struggling for work.

I'm sorry to say i'm not senior enough to answer your question(s)

happybroker

Then perhaps you would like to bring the content of these threads to the attention of your superiors.

I brought it to the attention of a lady in Scotland who claimed to run the intermediary centre there and she basically accused me of lying.

Perhaps you being on the inside, so to speak, might have a bit more sway. Do you agree that they ought to know about this sort of publicity? (by the way, the broker forums are really ripping Santander to bits at the moment!)

andyhart44r

yeah i've read the forums and its pretty plain to see!

But then there aren't many threads on here about a bank that is outstanding in the current climate.

I couldn't agree more that content like this should be used to reinforce (or at least renew) relationships with customers/brokers with the intent to improve our service, but it takes more than one person. Not that i like standing idly by.

VALHAM

I've viewed this thread with interest. Our buyer applied for an abbey mortgage nearly 10 weeks ago. After 4 wks 4days, the survey was done and nearly 6 weeks later and after being asked for numerous forms they are still waiting for a formal offer. The survey was ok, they have a good deposit, ample funds and the mortgage has been approved in principle. We keep hearing that they should hear today or tomorrow and it just goes on. Today, though, Abbey have told our buyers they need to put down another 5%, which buyers have agreed, and they will have their offer. Now I'm worried that because the 5% changes the amount they want for a mortgage, the whole application would have to start again. The whole thing is a total nightmare, why do Abbey National get away with this? Does anyone ever actually get their formal mortgage offer when it goes on like this??

mattED_2

Do abbey use Esurv aswell?