Countrywide Mortgage Complaint

John_McClane

Long story here.

Last December I decided to buy a house, it was a repossessed house so I was told I needed the deal to be done quickly and convinced into going with a independent mortgage broker who worked for countrywide mortgages, as he was apparently quicker than the banks. The deal I was sold, was I paid £99 up front and then £150 after I get my mortgage. So I paid £99 on the 28th of December.

For other reasons I decided not to go ahead with that house but found another house a month later, I went to see him on the 12th February to get a mortgage for the 2nd house. To simplify it this guy just couldn’t get me a mortgage (it should of been easy), I think he was having family problems and was overloaded work wise, but it was a big pain because he kept making promises and in hindsight seems to be lying to me every time we spoke. If he had just been honest with me I could of gone somewhere else and saved the hassle. Anyhow around 3 months after the initial meeting (now with unhappy vendors) on the 13th of May I went to Nationwide, who were great sorted me out and I bought the house.

I was and still am pretty annoyed about the way I was treated, so I made a compliant to countrywide on the 18th of August, after a bit of time settling into my house. Since then it has been with their investigations team, I kept getting letters apologising for the delay in the response. I can only assume they were trying to talk to this guy and getting pretty much the same treatment I got.

Anyhow recently I had a letter date the 12th November, so 12 weeks after my complaint, basically offering me my £99 back and seem to have just noted points I made to them in my complaint, nothing to suggest anything was found in an investigation.

I feel I have been treated really badly in this, in all honesty I ended up staying at my kind parents while I was trying to buy the house so I can’t really say it cost me money. Whilst similar circumstances others might of given notice to a landlord or something, so for all they know it could of had a big impact on me, but actually it was just the mental annoyance of not knowing where I stood. I’m not sure what I expected but after 3 months of false promises, bad treatment etc, and nearly 3 months waiting for their investigations team all I get is a refund. I would of been furious if they hadn’t given a refund.

The letter almost seems like a sign this (in 8 weeks), accept the £99 and you have no comeback, so I feel a bit soft in signing it.
Not sure where this leaves me, not sure what I expected just something more than a refund, a refund should of been automatic. I don’t really see it’s something I could take to court as I was only effected mentally I guess, plus there seems little evidence. Maybe I am being too greedy.

Anyhow I thought I’d post long story here, see any thoughts from knowledgeable people.

Hope this is the correct place to post this. Thank you.

frugal_mike

They appear to have put you back into the position you were in before you paid, which is what they have to do if they breach contract. Since you freely admit you had no other losses then there isn't anything else they need to do. If they had done it would have been as a gesture of goodwill.

Take your money back and enjoy your new house

rs65

John_McClane wrote: »

Not sure where this leaves me, not sure what I expected just something more than a refund, a refund should of been automatic. I don’t really see it’s something I could take to court as I was only effected mentally I guess, plus there seems little evidence. Maybe I am being too greedy.

When you make a complaint, there job is to resolve the complaint. That doesn't automatically mean informing you of the full outcome of their investigation.

What outcome did you ask for?

angieluv666

John_McClane wrote: »

Long story here.

Last December I decided to buy a house, it was a repossessed house so I was told I needed the deal to be done quickly and convinced into going with a independent mortgage broker who worked for countrywide mortgages, as he was apparently quicker than the banks. The deal I was sold, was I paid £99 up front and then £150 after I get my mortgage. So I paid £99 on the 28th of December.

For other reasons I decided not to go ahead with that house but found another house a month later, I went to see him on the 12th February to get a mortgage for the 2nd house. To simplify it this guy just couldn’t get me a mortgage (it should of been easy), I think he was having family problems and was overloaded work wise, but it was a big pain because he kept making promises and in hindsight seems to be lying to me every time we spoke. If he had just been honest with me I could of gone somewhere else and saved the hassle. Anyhow around 3 months after the initial meeting (now with unhappy vendors) on the 13th of May I went to Nationwide, who were great sorted me out and I bought the house.

I was and still am pretty annoyed about the way I was treated, so I made a compliant to countrywide on the 18th of August, after a bit of time settling into my house. Since then it has been with their investigations team, I kept getting letters apologising for the delay in the response. I can only assume they were trying to talk to this guy and getting pretty much the same treatment I got.

Anyhow recently I had a letter date the 12th November, so 12 weeks after my complaint, basically offering me my £99 back and seem to have just noted points I made to them in my complaint, nothing to suggest anything was found in an investigation.

I feel I have been treated really badly in this, in all honesty I ended up staying at my kind parents while I was trying to buy the house so I can’t really say it cost me money. Whilst similar circumstances others might of given notice to a landlord or something, so for all they know it could of had a big impact on me, but actually it was just the mental annoyance of not knowing where I stood. I’m not sure what I expected but after 3 months of false promises, bad treatment etc, and nearly 3 months waiting for their investigations team all I get is a refund. I would of been furious if they hadn’t g
The letter almost seems like a sign this (in 8 weeks), accept the £99 and you have no comeback, so I feel a bit soft in signing it.
Not sure where this leaves me, not sure what I expected just something more than a refund, a refund should of been automatic. I don’t really see it’s something I could take to court as I was only effected mentally I guess, plus there seems little evidence. Maybe I am being too greedy.

Anyhow I thought I’d post long story here, see any thoughts from knowledgeable people.

Hope this is the correct place to post this. Thank you.

hi i moved 6wk ago and i had to deal with Countrywide what a joke
up up to £500.00 pound so far i am on the second step with them
of complaints the stress they put me and my family thourgh and my mental state is worse after dealing with them hope this help you

John_McClane

rs65 wrote: »

When you make a complaint, there job is to resolve the complaint. That doesn't automatically mean informing you of the full outcome of their investigation.

What outcome did you ask for?

Looking at the compliant I sent (it was so long ago), I just said I was hoping for compensation. Though I didn't specify an amount, cause I had no idea what it should be.

They might not have to give me information but its my belief they found little in their investigation. It's just my gut feeling the customer services don't know what happened, so are just giving me the refund and telling me to go away.

I guess the general consensus is to take the money and forget about it then.

John_McClane

angieluv666 wrote: »

hi i moved 6wk ago and i had to deal with Countrywide what a joke
up up to £500.00 pound so far i am on the second step with them
of complaints the stress they put me and my family thourgh and my mental state is worse after dealing with them hope this help you

they have offered £500 or that's what it has cost you?

seems your case is worse than mine, good luck with it all.

The £99 is final offer of compensation, so I don't think I can take it to a second step.