Mortgage Deleted - What would you do / expect!?

Beetlebug1983

Hi Guys,

After some opinions.... 

We (finally) completed on our 2nd home (not an actual 2nd home, the second step on the ladder) last week.  We had an offer in place by NatWest and everything was good to go.  Our Solicitor was about to exchange and request the funds when we discovered by pure chance (we weren't notified at all by NatWest) that our mortgage application had been deleted!!  It simply no longer existed.  It had been wiped off their system by some guy at the Bank following a telephone call my husband had made earlier that week. All the NatWest reps we spoke too were miffed and couldn't tell us why this had happened or why the guy did it. 

Panic set in, and for the rest of the week we were trying to sort it out.  A new application had to be made, we had to supply all our details / paperwork again and as the weekend (which was our last weekend at our property) approached, we were left dangling not knowing if they would even give us another mortgage offer! Intense isn't the word.  We had sold most of our furniture based on the completion date we had been given and we were all packed up and ready to go.  

Thankfully, it all turned out good in the end and we completed.  But the stress, worry, loss of sleep etc because of this error was beyond intense.  

So what would you do.... Complain and if so what would you hope to achieve as an outcome?  My stance is if we complain, i just want a lesson to be learnt and that nobody has to go through that.  Tighter restrictions on authority levels to be able to even delete and application perhaps!  

Cheers guys, your opinions will be greatly appreciated! 

london21

Good you were able to complete. Can complaint maybe can help improve the process. Big human error here.

Novice_investor101

If this was entirely their error then they would be expected to compensate you for any financial loss you incurred (if any) & also for the stress & inconvenience you suffered, where a complaint has been logged. I’d be surprised if a complaint wasn’t already logged if they had been informed that you were potentially at financial loss/material distress or inconvenience. If it hasn’t been, register a complaint. 

They should have already logged & reported the errors so improvements can be made themselves. 

ACG

Sorry to be blunt, but if that is the outcome you want - it wont happen. 
It is just a mistake, your complaint will go to the complaints team who will deal with it and that will be it. It will probably never get back to the mortgage team. 

Having worked for 2 banks (including RBS/Natwest), the amount of effort it would take for the complaints team to raise it with the mortgage team to then go back to the persons manager and then the person - it wont happen. 

If you want £50-100 apology then make the complaint. If you want anything else then probably not worth doing as no lessons will be learnt. 

Thrugelmir

Beetlebug1983 said:

 It had been wiped off their system by some guy at the Bank following a telephone call my husband had made earlier that week. 

What was the purpose of the call?  A front line call centre operative would have no ability to "delete" records.