Expecting too much?

BeattieOG

Hi all
Looking for a reality check or some validation here! DH and I are FTB and we are using a broker. We made an offer on a place and had it accepted on 24 April. Met with her that week and organised AIP, which she said was accepted but which we've never seen, despite repeatedly asking for it. We were told she'd submit the full application on 3 May and she said we'd know probably the next day. We checked in with her for updates all week and she said no news is good news..find out later that she didn't submit until the 12th. Then only submitted supporting documents 2 weeks later and we've had delay after delay with bank needing info that seems obviously pertinent but that she didn't get from us. Also, we never hear from her, have to chase her weekly for updates (which she never has) and mostly just end up calling the bank ourselves and finding out info is outstanding, calling broker and getting her to submit and then calling bank for updates. We've paid £500 for the privilege of this service and I Want to tear my hair out. Tell me this is not normal practice?!

ACG

My first question was is it a fee free broker but I can see that is not the case.
This is one of the reasons I think you should only pay on results - it keeps the advisor focussed.

Definitely not normal practice, it sounds like they have taken on too much work and are struggling to keep on top of it all which is pretty poor really. Part of the reason I charge a fee is to allow me to limit how much I take on at any one time.

Lodge a complaint - a formal complaint in writing. See if that gets them to pull their finger out and take control of it. I would also ask for the fee back as you would have probably been less stressed doing the job yourself!

amnblog

Sounds like the broker may have gone on holiday when your case was supposed to be 'going in'.

A simple case of poor service from a business. How did you find this broker?

kingstreet

This is not normal practice.

We aim to have a mortgage offer inside two weeks of submitting the application.

£500? This isn't someone "advising" from a national estate agent chain office is it?

BeattieOG

thanks all for the feedback, good to know that I'm not being a demanding harridan. Yes, unfortunately a broker from a 'national group of estate agents', have since read up on here and am learning from my rookie error.

I wonder if we would be able to get a refund? Although to be honest I'm more interested in panning her far and wide, but feel a bit mean.

Thrugelmir

You may never the reason behind the poor service level. However I'd still argue for a full refund of the fee.

amnblog

The reason for the poor service is clearly outlined in post #5