First Direct - No Key Facts

[Deleted User]

SambaRamba wrote: »

Lorra62, I can't think why they take so long to deliver things but I was told to expect to wait up to five working days for their letters to arrive. When I send 1st class letters I can bet 9 time out of 10 that letter will be their the next day.

Banks are slightly different from the general public. It's not just a bloke writing a letter and popping it in the post box. Letters are produced on the system, batched together, mailsorted if needed, provided to the mail house who have a service level agreement (say 3 days).

5 days is pretty reasonable.

dunstonh

SambaRamba wrote: »

It does seam silly of them to say that emailing the KFI would breech security, my current lender allows you to download a KFI via their website after putting in your details etc...how a KFI can be used to breech security is a mystery.

The FSA wants email encryption in place for all sensitive documents (unless the consumer opts out). Many of the companies are still devising how they do this with the least disruption.

SambaRamba

I switched my days at work to wait for the 'special delivery' which I was told would definitely be with me today, the postman's been and gone but the key facts still haven't turned up, nor the ones requested 2 weeks ago.

I called them today to explain that despite being told they'll be here today and switching my day at work so I could sign they still haven't turned up. They said that the documents haven't been sent yet and will be here tomorrow. I asked if I can still reserve the interest rate of 3.89% beyond tomorrow and be granted more time while I wait for the document and was told no.

I explained that I don't usually work Fridays but switched my days so that I could be home today. I said that if the delivery is tomorrow no one will be home to sign as I must go into work. Basically that's tough!

It will be interesting to see if anyone else who applied for the 3.89% 5 year fix prior to rates changing has similar problems.

hansonwa

Me!!! on hold now awaiting a decision from a manager, my 2nd pack arrived today 1st one still not arrived & i'm told my reserve date as yesterday. .................

computer says No!!! oh balls!!!

GMS

I would be making a formal complaint, it is a disgrace how they have treated you.

Ask them for the delivery reference number for the documents as they should be trackable if sent special delivery.

Alternatively tell them to stick their mortgage and look elsewhere. First Direct are no longer the best rates.

SambaRamba

I have telephoned the financial ombudsman service and they are writing to them on my behalf.

I was all set for us to switch our bank accounts / remortgage etc but I have lost faith in them so I will shop around now.

Hansonwa what did they say?

hansonwa

SambaRamba wrote: »

I have telephoned the financial ombudsman service and they are writing to them on my behalf.

I was all set for us to switch our bank accounts / remortgage etc but I have lost faith in them so I will shop around now.

Hansonwa what did they say?

They said No!! my offer expired last night at 10pm
I'm a bit disappointed as when I phoned I explained they had arrived today It was fine, I was passed to make the booking fee, I gave me details and that was that. An hour later she phoned back and explained the rate was no longer available.
The manager asked me if I would like the info on a different rate I *think* he said 4.29.
Wish I'd of asked them to send it special delivery.

GMS

SambaRamba wrote: »

I have telephoned the financial ombudsman service and they are writing to them on my behalf.

I was all set for us to switch our bank accounts / remortgage etc but I have lost faith in them so I will shop around now.

Hansonwa what did they say?

You may be better with a broker as deals are being pulled with little notice at present. That way you can search the market and see straight away what may be available.

SambaRamba

How long did you have to wait for the pack to arrive? How can they expect people to phone in and book by the deadline if they don't have the documentation.

Perhaps they are deliberately withholding documents meant to go to new customers who were guaranteed the 3.89% fix in the couple of days before they put their rates up.

hansonwa

SambaRamba wrote: »

How long did you have to wait for the pack to arrive? How can they expect people to phone in and book by the deadline if they don't have the documentation.

Perhaps they are deliberately withholding documents meant to go to new customers who were guaranteed the 3.89% fix in the couple of days before they put their rates up.

He wasn't interested that I couldn't phone as I didn't have the pack. He just kept repeating 'The Offer has expired' I waited 6 days but the only kept in on reserve for 5 days!!!