Self cert mortgage lenders?

Fairdo_2

Your IFA was not the only one suprised.

Once the dust has setlled, I would suggest you go into the Branch and ask them directly for their complaints proceedure.

They would be obliged to lodge the complaint and try to deal with it, but I would not stir up the hornets nest until afterwards now.

If you have any problems getting the complaint settled post a new thread.

Good luck

MyUserNamesTaken

Give Natwest Customer Relations a call. They were great when I had a complaint about having received terrible customer service from my branch. I'd cancelled a DD via online banking, but it didn't show up as cancelled. Natwest then paid it and put me overdrawn (I use Natwest as a secondary account to transfer money into my IF account, so keep very little cash in there). Natwest then tried to charge me for going overdrawn. I complained in-branch only to be insulted by the customer services rep. there. She basically said that she wouldn't waive the fee because I don't bank with Natwest enough. She didn't notice that I'm a Natwest mortgage account holder, too.

Customer relations apologised profusely and got the branch manager to write a letter of apology to me and refund the fee they'd charged me.


Customer Relations: 0800 50 50 50

MyUserNamesTaken

Scott wrote:

Call Natwest and ask them to fill out a CDF (customer dissatisfaction form). This will mean it's been referred to their their Service Excellence/Customer Care Team (I'm unsure what they've renamed it to in their Birmingham centre). Take the name and number of the person in the CCT who responds (firmly insist you are called) and use them as your personal skivvy to make sure everything gets done when you want it to be done.

I would NOT however wait until it was finished. Get someone to look at it now, and you'll get much better service, as you'll have a big shiny complaint flag on their system, with someone running around their Mortgage Centre chasing up the concern for you.

Plus, this will avoid any mistakes you haven't come across remaining undiscovered.

They've renamed them the Customer Relations team! You can actually contact them directly through the phone number in my previous post, rather than filing out a CDF. I agree that the OP should get this sorted out now and not wait.

piazope

High Street Banks are rarely the best place to shop for Mortages.

Ask to speak to the Natwest Boss - of Mortgages (minimum level General Manager) - they can pressure underwriter. Tell 'em u want your fees back immediately and you'll approach FSA for compensation.

Have u considered a personal loan for the 5K?

Good Luck

Fay

Thanks for all of the advice guys! I have just spoken to my solicitor as our buyers are pushing to move next friday (this is probably still unrealistic for us though). So I called Natwest and they are going to fax our offer across to the solicitor today (wouldn't give a time)...what I don't understand is that they had to call me back so whats so much more difficult to send a fax? Why didn't the person who called me just fax it across there and then. Everything just seems to be such a hastle for them.

Do you guys still think I should complain? I don't want to rock the boat as it were and cause problems with the mortgage but its going through now...do I still have a case for complaining about their customer service..I think so?