Complaint help

Yayhelen

Hello, just looking for some pointer around how best to tackle a complaint around appalling service from a broker for a large high street bank.

Our fixed term mortgage came to an end in August 2020 and we used a mortgage advisor to search the market for a good deal, we found one and proceeded with our application. 

We where keen for the application to run as smoothly as possible so we didn’t pay extra interest at a inflated amount on our existing providers default variable rate, so we waited around 7 days following confirmation everything was progressing and then chased, we where advised the redemption figure from our existing provider was outstanding so we chased with them directly and they provided it then and there over email (staying to date they had no record of a request from the broker).

The broker use a customer portal so we uploaded the email and sent a supplementary message to state that we had done so. They advised us it would take 48 hours to process and they would also fax a request.

We waited the 48 hours and then chased and where told it was still in progress and we needed to wait another 48 hours. We waited and chased again, receiving the below response that doesn’t even make sense:
Thank you for this update, as yet the Redemption statement is still showing as outstanding, please allow further 24hrs for admin to attach documents received to a file.  Your file in on review file for set up status once we have the Redemption in and has been checked this will move to set up completion status soon after.

You will be kept updated of the progress via the portal of the progress.

The portal then generated a progress update stating the redemption figure had been received (7 days after our original request). The broker then advised us there was an additional fee of c£600 to cover a shortfall in the redemption amount, we spoke to our existing provider who said this was due to the delay and they could cancel the completion and update the figure - we opted to just pay the difference to the broker.

They have taken this payment twice, I hate to think what would have happened if we didn’t have the money in the account - as it stands an unexpected debit of c£600
is no joke and they haven’t even had the courtesy to contact us - we only know because we have checked our own statements.

I plan to write to the mortgage provider and the broker and wonder if I should be cc’ing the FCA or PRA here? Is it worth me doing a SAR so I can see when they actually received stuff versus when they processed it or is that overkill? 

I am very unhappy, we are lucky that we can manage the unexpected expenses but for some this would lead to unauthorised overdraft fees/bank charges or even situations of not being able to pay basic living expenses and so it needs to be raised. 

Thanks