Mortgage Application being dragged out by YBS

dmdrabble

Hello all,

My wife and I applied for a mortgage with Yorks Building Society over a month ago.

We are borrowing under 75% LTV, have perfect credit scores and are both in permanent, fulltime work. So the application shouldn't take long.

Problems started when we were asked to Fax over our salary slips and other ID. They wouldn't accept scanned email. After nearly two weeks, my wife called to be told that our documents were lost and we would have to resend. We had transmission slips. We were also told that we would have to go back to the start of the process, as if we had just applied.

The person dealing with our application seems to work her way through the application, request a document again, wait a week and then request something else. We can't talk to her direct as when we call, we get the call centre who say she will call us back. That can take up to two days.

The valuation was done over a week ago and now the house we are buying is standing empty. We have our stuff in storage and are renting a holiday flat at great cost. The annoying part is that our buyers moved out the same day as us.

The delay now seems to be with my wife's passport. She applied for a new one, while the checks were being made. The check failed and now they insist on seeing the old passport, which we don’t have - the passport office kept it.

My wife took all her documents into a branch and had a member of staff scan and verify these documents.

We don't know what to do next. We have paid for application fees and for the valuation. We seriously risk losing the house.

Who can we complain to about our documents being lost? Is it worth going to the branch and dealing with someone face to face to get the process moving?

If anyone knows how we can get a offer in short time, we may be prepared to take a hit with the money spent and go elsewhere. It is so frustrating!

ACG

YBS has a subsidiary called Accord which brokers deal with - they are exactly the same. Rather than asking for everything in one go it always seems to be supply something then ask a question based on it, rather than having a good idea of future questions based on past experience.

Thankfully as brokers we fo get to speak to the case handler which does help a little but i now refuse to use accord unless it is a very straightforward case.

None of which helps you....

I dont think going into a branch will help as its all separate departments. I also dont think speaking to a manager will help as this just seems to be there process (as bad as it is), but that wouldnt stop me trying to speak to a manager in the mortgage department to see if it can be looked at due to it being time critical.