Can Connells do this? Failed to get mortgage but won't refund

JOEJOETHEJOEY

We used a local Connell's mortgage broker to get a mortgage on a Shared Ownership property. At first, all was rosey and it was sold as a one off fee with nothing ever to pay if we used them again.

To put a long story short, we were able to get a confirmation that a lender will lend on a Friday afternoon, but come Monday morning, I find out that they then declined it without any reason. There was no notification to me directly, nor did the Connell's broker know. I only found out when I called the solicitors to check the progress. I have now lost all faith in Connells since they dragged my application for over 3 months and I've had nothing but a load of coming back and forth with constant questions many of which I've answered before. The broker just forgot about it.

I've now gone to my own bank for advice and it all seems positive, so I'm requesting Connells to refund the fees, but they said they charge on application, not on getting the mortgage. However, the broker explicitly said to me that it was "no gain - no fee". I've checked my documents now, and stupidly I didn't get that in writing. So now they are refusing to refund eventhough they have failed on all aspects on what I paid them for.

Am I out of luck with getting a refund? Many thanks for any advice.

ACG

Always always check the paperwork. I would not trust the large corporate estate agents as far as I could throw them.

Ultimately your paperwork says on application and that will back them up should a complaint come in. You can fire in an official complaint and see how you go on with a threat to take it to the ombudsman they may offer some goodwill gesture but I would not hold my breath.

This is the reason why I charge on offer of a Mortgage, if nothing else it incentivises me to only take on the business I am confident I can place.

Best of luck, but I would not hold my breath.

JOEJOETHEJOEY

Thanks you ACG for the quick reply. I was afraid of that. I guess I'll just have to try and see if they would entertain me. What I am most annoyed is that I previously did tell the Connell's broker that I wanted to go elsewhere because I found someone cheaper. But they insisted and sold the no fee for future mortgages as well which blinded me with the sweet talk. I've been so sympathetic with this broker all along too and that's what makes me angry the most!!!!

Thanks again! As well as a complaint to Connells head office, who else should I complain to? Any email addresses you can advise?

David_White

Complaints on social media generally get a bit of attention.

It will be more of a goodwill gesture than anything else as you paid an application fee and they submitted an application.

You'll see an ongoing argument on this forum regarding whether brokers should charge an upfront fee or not. This is a perfect example of why brokers such as myself and ACG only charge having received results.

It sounds like you're still on track to get the mortgage sorted so all the best

JOEJOETHEJOEY

Thanks David. Lesson learnt. Just gutted as the fee plus administration charge is nearly £600! :mad:

AnotherJoe

If its free for future mortgages cant they get one with a different lender?

David_White

I think part of their point is that they've lost faith in the company and have no interest in using them again.

Who wants a free for life service if the actual service itself is terrible?

JOEJOETHEJOEY

AnotherJoe wrote: »

If its free for future mortgages cant they get one with a different lender?

We did request they find another lender immediately, but we waited for 2 days and nothing came back. They haven't replied to emails and never returned my calls. Seems as though just avoiding me. I called the head office and they say nothing they can do, I can just write to complain...... :mad:

David_White wrote: »

I think part of their point is that they've lost faith in the company and have no interest in using them again.

Who wants a free for life service if the actual service itself is terrible?

You're absolutely right! I wouldn't use them again even if they did honour free application next time. They are an absolute joke!!! Utterly useless and totally unprofessional. They didn't even tell me there would be a £99 admin charge by Connells Estate Agents (for the luxury of using their office). I only found out when I received my bank statement!! I feel like I've been robbed.....:o

Thrugelmir

If they are ignoring you. Pay them a visit at a busy time of the day. You'll soon grab their attention.

Glbooth3

Make your complaint in writing and ask to see their complaint policy and procedure, they may have governing bodies on there who h complain to next if not satisfactory, shout that name out and threaten to go there, they will soon crap their pants and sort u out xx

csgohan4

another reason never to use EA services