London & Country

patchwork_cat

This is a warning not to use this firm as a mortgage broker. Once they have your business they do not reply to calls or emails and their phones go straight to answerphone.


I have 3 contacts here and today I have been trying to get in touch and all 3 have gone straight to answerphones and not returned calls. We are supposed to have been given passwords to track progress on line, but haven't and have asked on numerous occasions for them to contact Santander to check everything is in order and they have failed to do so.

kingstreet

You can track your own case using the AA1234567 case number and your current postcode.

https://www.santanderforintermediaries.co.uk/content/login

It's "case tracking - mortgages."

patchwork_cat

I am assuming I need to use my own AA number, which they have failed to provide.

kingstreet

Ah. That may be a bit of a problem then.

Never mind, it was worth a try.

Benorient

My London & Country MA couldn't of been more helpful, bent over backwards and was always contactable. Once our application was submitted to santander we were assigned a case manage who has been virtually impossible to get hold of. Iv sent all the information that was requested only to find out via santander not all of it was passed on by our case manager so it has only now just joined the underwriting queue (submitted application and documents on the 23rd July)

I guess i can't complain for a free service...so far

Zoology_Dragon

I also feel the need to provide some balance here. We've been using L&C and they've been excellent, we have email responses within minutes, they call back when they say they will and they chase/communicate with the lender as required. I honestly can't fault them. Both our mortgage advisor and case manager have been excellent.

patchwork_cat

Well then you have been very fortunate, I have found my advisor, her clerk and her supervisor to all be uncontactable. The fact that I haven't been given an AA number is indicative of their incompetence. Ben Orient how have you managed to get any information out of Santander, they won't talk to us at all, just keep referring us to our broker.

kingstreet

If your broker provides you with a copy of your mortgage application as it is downloadable from Abbey/Santander website on submission, the "AA" number is shown thereon. See page two of the pdf on the right, "agreement reference number."

FWIW we provide a copy of;-

the submitted application
terms of business
final key facts illustration
factfind
suitability or "reasons why" letter

to the client within a few days of submission.

It's just doing the job properly, in our view.

Zoology_Dragon

I think you've probably been unlucky rather than us being fortunate. Why don't you make a complaint? It's really not acceptable to have no contact at all and definitely isn't the norm from what I've heard.

patchwork_cat

Kingstreet thank you very much. I have eventually found our AA number and I am afraid that looking at Santander's progress it makes L&C look even more unable to keep us informed! Apparently the underwriters agreed our mortgage on 1 August, but according to an email from L&C it was only passed to the underwriters this am!

Benorient

patchwork_cat wrote: »

Well then you have been very fortunate, I have found my advisor, her clerk and her supervisor to all be uncontactable. The fact that I haven't been given an AA number is indicative of their incompetence. Ben Orient how have you managed to get any information out of Santander, they won't talk to us at all, just keep referring us to our broker.

Iv used the AA number post code method mentioned by Kinsgstreet above. IF you have a copy of your application form the AA number will be on the top of that.