Platform Mortgage

mowgliisaG

Joiningtocomment said:

claireyfairy83 said:

Joiningtocomment said:

We had to have two calls before we got to submit an application. Our application was in early October. They didn’t get a survey booked until end of November. The results are back to Platform. Oh they haven’t looked at any paperwork that they received weeks before the house survey and application hasn’t moved forward. I’ve repaid my mortgage as we’ve sold and face loss of early repayment fee (it’s too large to walk away). Feels unethical that new applications whizz through and existing customers face delay because we’re all ultimately stuck with platform. When I call up nobody can help because we can’t speak to application team directly. It’s making me extremely unwell with stress. It’s completely avoidable of platform managed workload properly internally. Why should new applications go through in 30 days vs 15-6 week process for existing. 

Not that it will probably change the outcome but have you made a complaint? We are in the same position as you, applied about a month after you. Luckily we start our final year of the 5 year fix on 1st February so have decided to absorb the 1% ERC and go with another lender. Totally agree they have existing customers over a barrel and it feels very unethical. I was told on Friday that they are allocating more staff to applications and recruiting additional staff as well so maybe the timescales will start to come down? Too late for us but might make other people's lives a bit easier (plus when we cancel we'll be moving someone else one place forward in the queue I guess).

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

Madness!!!
crazy times...you’d think current business would be dealt with quicker. 

claireyfairy83

Joiningtocomment said:

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

We were also supposed to receive a phone call after the complaint which didn’t happen but we did get a letter of acknowledgment after a few days.

Our mortgage advisor told me her contact at Platform said the same thing to her re new and existing customers being dealt with by different departments, hence the massive discrepancy in timescales. 

Good luck with your chain and I hope you move up the queue a bit over Christmas. 

There should be a support group for disgruntled Platform customers - we could invite the people leaving irate reviews on Trustpilot!

mowgliisaG

claireyfairy83 said:

Joiningtocomment said:

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

We were also supposed to receive a phone call after the complaint which didn’t happen but we did get a letter of acknowledgment after a few days.

Our mortgage advisor told me her contact at Platform said the same thing to her re new and existing customers being dealt with by different departments, hence the massive discrepancy in timescales. 

Good luck with your chain and I hope you move up the queue a bit over Christmas. 

There should be a support group for disgruntled Platform customers - we could invite the people leaving irate reviews on Trustpilot!

claireyfairy83 said:

Joiningtocomment said:

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

We were also supposed to receive a phone call after the complaint which didn’t happen but we did get a letter of acknowledgment after a few days.

Our mortgage advisor told me her contact at Platform said the same thing to her re new and existing customers being dealt with by different departments, hence the massive discrepancy in timescales. 

Good luck with your chain and I hope you move up the queue a bit over Christmas. 

There should be a support group for disgruntled Platform customers - we could invite the people leaving irate reviews on Trustpilot!

If there is a separate queue, then if further documents are requested then does this go j to a quicker queue or at the back of the queue again?? 

claireyfairy83

mowgliisaG said:

If there is a separate queue, then if further documents are requested then does this go j to a quicker queue or at the back of the queue again?? 

I wish I knew but we’ve not even got through the assessment queue so far! Hopefully someone else will be able to give a better answer.

mowgliisaG

claireyfairy83 said:

mowgliisaG said:

If there is a separate queue, then if further documents are requested then does this go j to a quicker queue or at the back of the queue again?? 

I wish I knew but we’ve not even got through the assessment queue so far! Hopefully someone else will be able to give a better answer.

How long you been waiting?? 

claireyfairy83

mowgliisaG said:

How long you been waiting?? 

Application went in on 6th November so coming up 5 weeks so far?

mowgliisaG

claireyfairy83 said:

mowgliisaG said:

How long you been waiting?? 

Application went in on 6th November so coming up 5 weeks so far?

So my buyer applied 24th oct got requested for info (giftor deposit form) this Monday. 

Joiningtocomment

mowgliisaG said:

claireyfairy83 said:

Joiningtocomment said:

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

We were also supposed to receive a phone call after the complaint which didn’t happen but we did get a letter of acknowledgment after a few days.

Our mortgage advisor told me her contact at Platform said the same thing to her re new and existing customers being dealt with by different departments, hence the massive discrepancy in timescales. 

Good luck with your chain and I hope you move up the queue a bit over Christmas. 

There should be a support group for disgruntled Platform customers - we could invite the people leaving irate reviews on Trustpilot!

claireyfairy83 said:

Joiningtocomment said:

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

We were also supposed to receive a phone call after the complaint which didn’t happen but we did get a letter of acknowledgment after a few days.

Our mortgage advisor told me her contact at Platform said the same thing to her re new and existing customers being dealt with by different departments, hence the massive discrepancy in timescales. 

Good luck with your chain and I hope you move up the queue a bit over Christmas. 

There should be a support group for disgruntled Platform customers - we could invite the people leaving irate reviews on Trustpilot!

If there is a separate queue, then if further documents are requested then does this go j to a quicker queue or at the back of the queue again?? 

We were told if extra info is needed then they’d let us know and once received they’d finish it off, as if it wouldn’t start the waiting process again. However - I don’t know from actual experience because my applications been in since the 1st week of October and they’d done f all on it. :-) 

I think I need a support group and 1-on-1 counselling after this experience. 

mowgliisaG

Joiningtocomment said:

mowgliisaG said:

claireyfairy83 said:

Joiningtocomment said:

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

We were also supposed to receive a phone call after the complaint which didn’t happen but we did get a letter of acknowledgment after a few days.

Our mortgage advisor told me her contact at Platform said the same thing to her re new and existing customers being dealt with by different departments, hence the massive discrepancy in timescales. 

Good luck with your chain and I hope you move up the queue a bit over Christmas. 

There should be a support group for disgruntled Platform customers - we could invite the people leaving irate reviews on Trustpilot!

claireyfairy83 said:

Joiningtocomment said:

Finally today I did make a formal complaint and I’ve been told someone has to come back to me in three working days. I really doubt I’ll hear in three working days but maybe. If I could move lender I really would but we are fixed for a few more years so the ERC is way too high to give up. I wish I could boycott them. Today I was told that existing customers applications team is different to the new customer team. (Basic business - reallocate workload so that everyone is well serviced rather than people getting offers in 30 days vs 5 months). The person I spoke with (very nice) but was not able to defend the actions of Platform as they know it’s wrong themselves and it’s totally outside of their control. My mind is blown that this is acceptable from a company/bank that pride themselves on ethical values on every single part of the brand/operations. It’s extra embarrassing to have people in the chain that have managed to get the mortgage offer in record time - it makes it look like there’s an issue with our mortgage and until we have the offer we can’t exchange. It must be putting chains at risk for many people!! Good Luck with everything and your new Lender. 

We were also supposed to receive a phone call after the complaint which didn’t happen but we did get a letter of acknowledgment after a few days.

Our mortgage advisor told me her contact at Platform said the same thing to her re new and existing customers being dealt with by different departments, hence the massive discrepancy in timescales. 

Good luck with your chain and I hope you move up the queue a bit over Christmas. 

There should be a support group for disgruntled Platform customers - we could invite the people leaving irate reviews on Trustpilot!

If there is a separate queue, then if further documents are requested then does this go j to a quicker queue or at the back of the queue again?? 

We were told if extra info is needed then they’d let us know and once received they’d finish it off, as if it wouldn’t start the waiting process again. However - I don’t know from actual experience because my applications been in since the 1st week of October and they’d done f all on it. :-) 

I think I need a support group and 1-on-1 counselling after this experience. 

One on one counselling with 5 bottles of wine!!!

buying a house is so stressful and it’s meant to be an enjoyable time.

Did you have to submit more info??

Ned

Has anyone had anything remotely resembling a good experience with Platform? I don't understand how they can keep taking on new customers when they clearly can't deal with anyone, existing or new!
Surely when a company dealing with a matter such as a mortgage (which can potentially impact an entire chain of buyers/sellers, agents, conveyancers etc) is unable to answer a phone without hours of wait times, or respond to an email without taking weeks, they should be investigated to find out what they are actually doing?!
They are obviously working at a capacity which they clearly cannot handle and it's people like us that suffer huge amounts of stress and additional expense as a result.
All we require is a valuation report and confirmation of our gifted funds which were faxed at the beginning of December, but considering we were waiting 5 weeks for simple confirmation as to whether we could use search indemnity insurance (the searches came back before we received an answer..) I'm almost prepared for the entire purchase to fall through due to these ridiculous timescales.