Platform Mortgage

mowgliisaG

Ned said:

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.

Madness!!! Absolutely agree...so many people suffering as a result!!

Joiningtocomment

mowgliisaG said:

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??

We haven’t had to submit anymore information yet but that’s because they haven’t reviewed any part of the form so we could still get asked to provide more. If they ever decide to look at it ... first call we had with Platform to start the was 3 September 2020. There isn’t really anything we can do further I don’t think - just have to wait and see if they review soon. 

mowgliisaG

Joiningtocomment said:

mowgliisaG said:

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??

We haven’t had to submit anymore information yet but that’s because they haven’t reviewed any part of the form so we could still get asked to provide more. If they ever decide to look at it ... first call we had with Platform to start the was 3 September 2020. There isn’t really anything we can do further I don’t think - just have to wait and see if they review soon. 

Wow 3rd sept is ridiculous....hopefully this week?x

claireyfairy83

I think they should be waiving any early repayment charges if we’re having to go to another lender as a result of their insane wait times but that’s probably wishful thinking...

GJOphthal

Are you all first time buyers new to Platform or existing customers? 

claireyfairy83

GJOphthal said:

Are you all first time buyers new to Platform or existing customers? 

Existing customer. I think new applications seem to be considerably quicker if that helps.

Ned

claireyfairy83 said:

GJOphthal said:

Are you all first time buyers new to Platform or existing customers? 

Existing customer. I think new applications seem to be considerably quicker if that helps.

I would love to say that's true.. We're first time buyers and it's taking forever, but our conveyancer is also painfully slow which isn't helping

claireyfairy83

Ned said:

claireyfairy83 said:

GJOphthal said:

Are you all first time buyers new to Platform or existing customers? 

Existing customer. I think new applications seem to be considerably quicker if that helps.

I would love to say that's true.. We're first time buyers and it's taking forever, but our conveyancer is also painfully slow which isn't helping

Argh, sorry to hear that! How long have you been waiting so far?

GJOphthal

Ned said:

claireyfairy83 said:

GJOphthal said:

Are you all first time buyers new to Platform or existing customers? 

Existing customer. I think new applications seem to be considerably quicker if that helps.

I would love to say that's true.. We're first time buyers and it's taking forever, but our conveyancer is also painfully slow which isn't helping

Oh dear!! That doesn’t give me much hope!! 

Ned

claireyfairy83 said:

Ned said:

claireyfairy83 said:

GJOphthal said:

Are you all first time buyers new to Platform or existing customers? 

Existing customer. I think new applications seem to be considerably quicker if that helps.

I would love to say that's true.. We're first time buyers and it's taking forever, but our conveyancer is also painfully slow which isn't helping

Argh, sorry to hear that! How long have you been waiting so far?

The timeline is quite tricky as we started the process in February but are now on our third house after two purchases collapsed! 
Our offer on this house was accepted September 21st, we've had the same conveyance and mortgage provider since the beginning. We'd hoped that buying a new build property would speed things up, but we were very wrong!