Problem with remortgage.Can anyone help?

jen30_2

I don't know if anyone on here can advise us but I thought I'd give it a try.
My OH and I tried to remortgage our house and we thought everything was going ok and were just waiting for a completion date when the conveyancing company said they had tried to get some information but couldn't as there was a problem with our file and for us to ring the mortgage company. I did this and after being transfered 6 times I had to wait for a manager to ring me back. She said that we had been rejected back in Spetember and that we hadn't been told because our file was missing ( it still is missing). She said we were rejected on their points system because I hadn't been in my job long enough. Fair enough they have the right to reject us but I'm annoyed that it has taken them 3 months to tell us and we only found out because we phoned otherwise we would still be thinking everything was fine. Also our file is still missing with all our personal information. We only tried to remortgage so we could get a fixed rate and so wouldn't be affected by interest rate rises. We are complaining but unsure of what to do. Hasthis happened to anyone else? They have offered £50.00 compensation but we paid more than that in fees and now our mortgage has gone up. What would you do? I'm very worried about our missing file. They still haven't been able to find it. It has so much information about us.

Sorry for ranting. Any help would be grately appreciated.

dfdemello

Hi Jen,

My remortgage went through a similar problem with the lender not letting me know that I was missing a crucial piece of information in my application . I think it is the norm that you have to unfortunately be pushed backwards and forwards to get any information once you get sucked into their application process. Very bad customer service that they left it so long. :mad:

With regards to the missing information a possible route would be to start the ball rolling in complaining about the way your data has been handled. The Information Commissioner is responsible for ensuring adherence to the Data Protection Act and their website (http://www.ico.gov.uk/complaints/data_protection.aspx) or their Helpline 01625 545745 (they are closed now until 2nd Jan 07) would be a good starting point. As the website suggests, contact the lender first and let them know that you are not happy that they have not located your file and perhaps (like reclaiming bank charges!!) give them a fixed time to get back to you before referring to the Information Commissioner?? At the end of the day it is your information and you entrusted it to them in good faith for the purpose of your remortgage application. During that time they have a duty to ensure it is held securely during this time!! Hope this helps....

Good luck! :beer:

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