Paid mortgage application and valuation fees but house didn't meet lender's criteria

Doozergirl

ACG said:

I would not go in asking about the complaints procedure in the first email, but you could do. 

Presumably you have an illustration/kfi/esis document? Section 11 (I think) will confirm who to contact in the event of a complaint. That might be the company directly or it might be a "network", either is fine. But in the first instance I would just go to the broker and just explain how your not happy you are out of pocket due to no fault of your own. 

From what you have said, I would have tried to get the £999 refunded from Precise and then given you the £700 back or if Precise refused to refund the £999 I would have also given you the £999 and then ate noodles for the rest of the month. I think I have had to refund people 2-3 times over the years. I tend to find if you admit fault, apologise and refund they actually stick with you.

Email sent.  Thank you for the advice. 

I haven't worded it as a complaint and have gone with the non-confrontational avenue that a mistake was made by either the broker or the mortgage company but we're not in a position to know which or pursue the mortgage company, so have requested a refund from the broker. 

I have found the complaints address exactly where you said, which appears to belong to a network so that little piece of info was helpful too as I initially worried that it was totally different!  Not done anything with that yet.  Hopefully I won't need to!

Doozergirl

Well that was easy.   The money is coming back to us!

Precise are refunding us the product fee and the broker is giving us the valuation fee but taking it up with the lender as they say they called the Broker Helpline but were misadvised.  

ACG

Nice one. 

You should not have had to asked, but at least they have not made you jump through hoops for it. 

I feel like we should be splitting it :-P 

Doozergirl

ACG said:

Nice one. 

You should not have had to asked, but at least they have not made you jump through hoops for it. 

I feel like we should be splitting it :-P 

I can offer you a massive brownie point instead?

ACG

I got all excited then until you put "point". 
A massive brownie ( )...point ( :'()  haha. 

K_S

Doozergirl said:

Well that was easy.   The money is coming back to us!

Precise are refunding us the product fee and the broker is giving us the valuation fee but taking it up with the lender as they say they called the Broker Helpline but were misadvised.  

@doozergirl Great result!