The Woolwich: Help! Awful customer service

musictime

Hello there

I could really use some advice from fellow money saving expert users.

My boyfriend and I are currently going through a mortgage application with The Woolwich and we've experienced absolutely terrible customer service from start to finish. We're yet to complete our application because we were originally told that we didn't need to submit additional tax documents that we later found out we did need to submit (we'd already submitted years 2008/2009 but they needed 2010). We only got told this after I called them up because our solicitor contacted us to say she hadn't received our mortgage offer some weeks later. Everything had been massively delayed due to poor communication and now it's looking like our chain could break and our moving date will be delayed.

My boyfriend did his tax return the weekend before last because it was a requirement of the Woolwich. Last week I called up every single day to find out if the tax documents had arrived (I posted them Monday next day delivery). They told me to chase up with the Royal Mail because they hadn't been registered on their system by 5pm on Tuesday. I checked Royal Mail's website and it had been signed for 7am that morning. One week later and the papers have finally been looked at but they say that they are inadequate because we did the tax return online and the document we provided was printed out rather than send over by the Inland Revenue. My boyfriend called the Inland Revenue but it could take weeks for them to send over an official document (and another two for the Woolwich to acknowledge it). If he made an appointment with the Inland Revenue it could take weeks for them to organise it. We're running out of time!

Every time I call up the Woolwich I get a different person. The person who did our original application is never available to talk because whenever I call up he's either out or 'in the leeds office'. There's no direct point of contact and there doesn't seem to be a complaints department for mortgages. I'm at a total loss as to what to do next. No one seems to be able to escalate problems and I get the standard "you'll get a response in 24-48hr" reply every time (but infrequently do). At this rate we're going to be homeless!

Let_Us_See

I hate to say it, but if you had used a broker (who works on your behalf), then he would have taken responsibility for chasing the Woolwich and pushing through the application. Good experienced brokers have a working knowledge of lender's requirements and shortcomings and are there to fight your battles.

jellyfish76

Hello... I imagine (hope) you are all sorted now.

With regards to the tax returns... Yes you do need to send the last three statements of account... I too had to rush to get the 2010 return done to apply for a mortgage. It is annoying that if you complete your returns online you no longer get the SA302 mailed to you. That's the "official" HRMC print out of the tax calculation that all lenders want to see if you don't have audited accounts/ use an accountant.


That being said, its very easy to call up and get these statements mailed out. I had to to do it twice in the last month and was told it would come within 4 working days the first time, and 7-10 the second time. In reality it was under a week for them to arrive each time so you shouldn't really have had such a long wait.

Obtaining a SA302 is an easy process for the HMRC as the advisor on the other end literally just pulls up your account and hits print. Its quite possible you were badly informed by the person you spoke to at the HRMC - you may have gotten one of the Self Assessment Online Help staff, and in my experience they only really know the basics and how to complete the forms, but not the bigger workings of the HRMC system.

Anyways, hope you are all set now.

Moneyadvisor

Have to Agree with Let US See.
You should have used a broker! If really stuck go and see one ASAP he or she could probably have you the funds realised from a new lender in under 2weeks.

Burridge60

Crux of it is that if you had used an accountant and a set of accounts were produced instead of doing it yourself in a rush on line there would be no delay or issue.

Your own tax return done on line is like writing your own reference. Once Woolwich have accepted the figures you could ring and say the figures are wrong and you made a mistake and have the whole thing lowered. I am not suggesting you might but for you there are lots that would.

Woolwich need to now wait for the IR to query your figures or accept them. Until HMRC get themselves in gear and get it on their system it wont be there for Woolwich to make an enquiry about.

Accountants aren't expensive and your mortgage urgency seems to justify the extra expense but I guess the lender wont ever tell you this sort of thing.