Should I put in a complaint to my Mortgage Lender?

[Deleted User]

First of all, I will just say that I understand that businesses and under pressure right now and the world is a little different because of Covid, businesses have less staff, etc, and the housing market is busy at the moment due to the freeze on stamp duty. 

But...

I am a FTB buying a chain free flat 
I first applied for a Mortgage on 24th July via my broker. ETA for decision was 3 to 4 weeks, so mid September at the latest I should have had a decision 
On 7th October it finally went to offer. 
I received an electronic copy on 13th and the paper copy on 14th. On 14th, I emailed my solicitor to tell her that I'd received my copy, but got out of office from her, she'd be back on the 19th. 
On the 16th I got a call from Estate Agent, saying that everything looks good for exchange on the week of 19-23rd oct, Solicitor was just waiting to "download" my Mortgage Offer. 
On the 19th solicitor emailed me to say she hadn't received the offer (or that she had, the offer went to the correct branch but had some incorrect details on it) and that I needed to send my copy for her to contact Platform (the co-op) to get the offer re sent with the correct details on it
On the 26th I emailed solicitor again asking for updates, she emailed back saying she still hasn't received it, and that it "should" be with her "shortly" 

All legal paperwork and searches are complete, the only thing left to do is the Mortgage offer, and this has been the case for weeks. 

It took nearly 60 working days to get an offer (application was straightforward as they come) and now I'm on working day 8 just for them to change a few names/addresses and shove it in the post for the courier to deliver. 

It's a good job I wasn't in a chain as it'd be broken by now!

Also, every time you call them, a 1-2+ hour wait on hold is to be expected.

Is it worth putting in a complaint for the slowness? Everyone I speak to cannot understand why its taking so long. Other lenders are not taking this long. At the moment, Platform's average application to offer time is 30 days.. 
As I said, I understand they're busy but its been over 3 months since application and its still not sorted. I really don't think its good enough. 

lincroft1710

What has your broker said?

[Deleted User]

lincroft1710 said:

What has your broker said?

Nothing. 
I haven't discussed a complaint with her and don't really want to get her involved.

Should i get her involved? 

ComicGeek

I had to make a complaint to Barclays when they constantly got our mortgage offer wrong 10 years, and they sent us a lovely hamper.... although I didn't find out until a couple of years ago when I bumped into our buyers, as Barclays sent it to our old address after completion....

LadyDee

I should think buying your first home would be stressful enough, would making a complaint now affect the outcome - why not just wait until you are settled in and then see how you feel?  

[Deleted User]

LadyDee said:

I should think buying your first home would be stressful enough, would making a complaint now affect the outcome - why not just wait until you are settled in and then see how you feel?  

The slowness of platform is what is making it stressful. Thought I was home and dry after finally receiving the offer. 
I honestly wasn't stressed at the time of putting in the application or even 3-4 weeks after. But as time has passed the stress levels have risen. 

I shan't be making a complaint before I move anyway, just wondered what everyone else thoughts are. 

I suppose I could try and get some or all of the product fee (£299) removed.....or not because they'd have to re issue the mortgage again adding several more weeks onto the process! 

lincroft1710

DeletedUser said:

lincroft1710 said:

What has your broker said?

Nothing. 
I haven't discussed a complaint with her and don't really want to get her involved.

Should i get her involved? 

She may be able to advise you if it is worthwhile or even be in a position to get your lender to speed things up

Jack_Cork

I know its added extra stress but if it all goes through and you get the flat I really wouldn't bother complaining, it will just add extra stress. They maybe really understaffed, compared to their competitors and are doing the best they can. Just leave it and enjoy your new flat. You'll soon forget all about it

[Deleted User]

Jack_Cork said:

I know its added extra stress but if it all goes through and you get the flat I really wouldn't bother complaining, it will just add extra stress. They maybe really understaffed, compared to their competitors and are doing the best they can. Just leave it and enjoy your new flat. You'll soon forget all about it

The move will be delayed further or cancelled as I’m going to be furlough for the next four weeks!