Mortgage Offer Condition to repay debts

DVardysShadow

pdej4 wrote: »

.... As a part of this process I might have gotten our broker into trouble with his director who was the only person left to speak to in his office. With only a matter of two or three weeks left before we hopefully complete, I felt we had to explain everything, and he wasn't happy about "making things right on paper". I got a call from our broker who wasn't happy as he was on holiday, but then I thought, I'm paying you £350 and I expected your advice to be sound and to recieve some level of service from your office even if your not there. I haven't been terribly impressed with the service, which is a shame as there was someone else who was also local, and cheaper (£250), but I felt we had better rapport with this guy, and that he was more trustworthy. He wasn't happy that I'd called his office and said what I had, but at the end of the day, he still gets his money even if our mortgage falls through because of his advice and then on top of that we loose all the fees we've paid which could at this point amount to nearly £4000. Am I being a bit unfair?

You are not being unfair. If he is doing things that his boss will get uptight about, that is his problem and nothing for you to get embarrassed about. In fact if he says anything else in the same vein, you need to tell him that you are not terribly happy that he is doing things that his boss is not happy about, because if it all goes wrong, he will only have succeeded in wasting time during which you could have been looking for legitimate solutions.

pdej4

I can see both perspectives on it. I've had other issues with him though, in terms of him knowing we were on a really tight deadline, and not giving us information the lender had sent to him until nearly 72 hours after, or acknowledging reciept of anything or having actually dealt with anything.

In my job, I deal with customers globally and a simple acknowledgment takes 30seconds and gives peace of mind to all involved, particularly with something as stressful as buying a house. I wish peoe in service roles were trained in customer service, and I don't mean in the way that call centres are, I mean true customer service, making sure everyone is on the same page. Sure it takes a little longer, produces a slightly longer paper or email trail, but I bet brokers who don't do it would find that their business sky rockets, because in general people respond to high levels of customer service. I admit I do have high standards, but they are based on the way I act in my own business to.maybe my standards are too high at times, and may even seem unreasonable to those providing the service, but treat me right and I will be a customer for life, which is a big thing in our current world of brand unloyalty.

ACG

I agree, a little text or email to say good news weve received whatever goes a long way and takes no effort at all.
Even if there is no update, something just to say ive chased this up and still waiting will keep you updated goes a long way to keep people in the know.
I appreciate things like that and i know others do too. It probably also saves a load of work because you dont have people chasing you and spending 10 mins on the phone.