Halifax Mortgage Advisor Complaint

doodlemesenseless

Hi guys,

I was wondering if anyone could help me!

Just over 2months ago we had an offer accepted on our first home. We had already been to Halifax so knew the mortgage would be fine etc. Fast forward to today and the process is still ongoing. The adviser who we saw in our branch it turns out is actually based 50miles away in Wales. She rarely answers her phone, or emails, and never responds to voicemail.

The process has been plagued from the off, we went with Halifax recommended solicitors as we were told this would be easier, the advisor gave them the wrong contact details so when we eventually called to see why we hadn't heard from them this was the reason. Then the solicitor flagged that Halifax has supplied them with the wrong purchase price (didn't match estate agent price), we called the mortgage advisor on 14th April who assured us this was rectified. The mortgage advisor then called 2 weeks ago, after 2 weeks of unsuccessful attempts to contact her due to solicitor telling us she still hadn't received a mortgage offer and was worried. Mortgage advisor stated that she hadn't been able to answer her phone for "technical reasons" and that the mortgage offer would be processed and dispatched to solicitor that day.

1 week ago, the solicitor phoned to say the offer still hadn't arrived, we explained the situation so the solicitor got in touch with Halifax's "relations manager" and our mortgage advisor sent an email to all parties explaining that this was "a system nightmare" and she would fax the mortgage offer that day. The offer finally arrived yesterday, and an email from the solicitor arrived an hour ago saying this: “Finally you will note there is a discrepancy between the sale price agreed of £128,000 (in accordance with the memorandum from the estate agents) and the sale price issued in your mortgage offer of £127,000.00. The two prices must be identical. If the sale price has been reduced to £127,000 through negotiations with the seller please notify your estate agents to issue a revised memorandum of sale to ensure both parties solicitors can amend the contract documentation accordingly. I can then forward these documents to you for your signature. “

So the discrepancy that we flagged on 14th April had not been changed, the advisor has drawn up the documents with a purchase price that is £1000 lower than it should be! Our mortgage is for £92k which is correct on the documents, but this new spanner will undoubtedly add yet another delay to this horrendously stressful limbo, as I will spend probably the next 3 days trying to contact this woman who does not answer her phone.

SO my question is this, does anybody know a) if I have good grounds to complain about our mortgage advisor, and b) how I would go about doing this, as Halifax require roll numbers and account details which we have not been issued yet!

Thankyou in advance,

Emma

RickyC_IFSWP

doodlemesenseless wrote: »

Hi guys,

I was wondering if anyone could help me!

Just over 2months ago we had an offer accepted on our first home. We had already been to Halifax so knew the mortgage would be fine etc. Fast forward to today and the process is still ongoing. The adviser who we saw in our branch it turns out is actually based 50miles away in Wales. She rarely answers her phone, or emails, and never responds to voicemail.

The process has been plagued from the off, we went with Halifax recommended solicitors as we were told this would be easier, the advisor gave them the wrong contact details so when we eventually called to see why we hadn't heard from them this was the reason. Then the solicitor flagged that Halifax has supplied them with the wrong purchase price (didn't match estate agent price), we called the mortgage advisor on 14th April who assured us this was rectified. The mortgage advisor then called 2 weeks ago, after 2 weeks of unsuccessful attempts to contact her due to solicitor telling us she still hadn't received a mortgage offer and was worried. Mortgage advisor stated that she hadn't been able to answer her phone for "technical reasons" and that the mortgage offer would be processed and dispatched to solicitor that day.

1 week ago, the solicitor phoned to say the offer still hadn't arrived, we explained the situation so the solicitor got in touch with Halifax's "relations manager" and our mortgage advisor sent an email to all parties explaining that this was "a system nightmare" and she would fax the mortgage offer that day. The offer finally arrived yesterday, and an email from the solicitor arrived an hour ago saying this: “Finally you will note there is a discrepancy between the sale price agreed of £128,000 (in accordance with the memorandum from the estate agents) and the sale price issued in your mortgage offer of £127,000.00. The two prices must be identical. If the sale price has been reduced to £127,000 through negotiations with the seller please notify your estate agents to issue a revised memorandum of sale to ensure both parties solicitors can amend the contract documentation accordingly. I can then forward these documents to you for your signature. “

So the discrepancy that we flagged on 14th April had not been changed, the advisor has drawn up the documents with a purchase price that is £1000 lower than it should be! Our mortgage is for £92k which is correct on the documents, but this new spanner will undoubtedly add yet another delay to this horrendously stressful limbo, as I will spend probably the next 3 days trying to contact this woman who does not answer her phone.

SO my question is this, does anybody know a) if I have good grounds to complain about our mortgage advisor, and b) how I would go about doing this, as Halifax require roll numbers and account details which we have not been issued yet!

Thankyou in advance,

Emma

You should be able to complain directly to Halifax because you're a prospective customer. Check the documents left with you ("complaints procedure" and there should be an address for you to write to that deal specifically with complaints.

amnblog

You don't need roll or account numbers to complain.

You do not need to write.

You can phone, email, or write, with your complaint and they have to deal with it.