Mortgage Broker Complaint

ACG

TheJP said:

dunstonh said:

TheJP said:

123imp said:

Annisele said:

123imp said:

ACG said:

If there is evidence that the broker had it agreed you would be underwritten on special terms and were then declined, I would agree in that the broker is not at fault and so then your complaint goes to HSBC, although I am not sure how that would play out as they had no direct contact with you. 

Ask the network if you can provide the confirmation from HSBC that you could be underwritten on "non standard underwriting". 

Hi,

Thanks for the response. 

I have already requested the evidence showing they had confirmation from HSBC. That was a week ago, no response thus far.

There's nothing to stop you going at it from the other end, and asking HSBC will it please share with you whatever it told your broker about you/your application.

Would HSBC do this if they hadn't communicated directly with myself? 

You can make a subject access request regarding any information HSBC have on you. They have to submit any information regarding you when requested.  

However, if its a conversation between the broker and the lender by phone, then it probably wasn't recorded and even if it was, it probably isn't associated with borrower.   At the point the conversation took place, there wouldn't be a file to associate it with.

There will be a transcript of the call and almost all banks record their calls. The transcript/call would be logged against the clients folder.

A lot of our calls are to account managers. Some of them are on the road so we would be calling mobile phones. I doubt many of those calls are recorded due to the nature of them as Dunston says. Also it could be that the account manager was in the office on the day the conversation took place so definitely no recording of it. 

That all being said, account managers are generally quite good.  I prefer getting answers from our account managers than I do the call centres. 

TheJP

dunstonh said:

TheJP said:

dunstonh said:

TheJP said:

123imp said:

Annisele said:

123imp said:

ACG said:

If there is evidence that the broker had it agreed you would be underwritten on special terms and were then declined, I would agree in that the broker is not at fault and so then your complaint goes to HSBC, although I am not sure how that would play out as they had no direct contact with you. 

Ask the network if you can provide the confirmation from HSBC that you could be underwritten on "non standard underwriting". 

Hi,

Thanks for the response. 

I have already requested the evidence showing they had confirmation from HSBC. That was a week ago, no response thus far.

There's nothing to stop you going at it from the other end, and asking HSBC will it please share with you whatever it told your broker about you/your application.

Would HSBC do this if they hadn't communicated directly with myself? 

You can make a subject access request regarding any information HSBC have on you. They have to submit any information regarding you when requested.  

However, if its a conversation between the broker and the lender by phone, then it probably wasn't recorded and even if it was, it probably isn't associated with borrower.   At the point the conversation took place, there wouldn't be a file to associate it with.

There will be a transcript of the call and almost all banks record their calls. The transcript/call would be logged against the clients folder.

Most calls between agents of a provider and the advice firm are not recorded.      
And at the point of the call would likely to have been made, the borrower wouldn't have been a customer of the lender.   It would likely have been along the lines of "I have someone who is in ...this situation... "      So, nothing to allocate to a customer at that time.

Thanks. I am however basing this on the fact the OP had a live application with the lender that the broker was chasing. If phone calls weren't recorded notes would have been added to the client file based on that conversation. I'm pointing out to the OP that they have a right to an SAR and it could give some more information to support their complaint/understanding.

ACG

@TheJP the problem is the conversation/email would have taken place before the application went in. If the account manager is field based, it would have been a phone call to a mobile and probably not recorded. 

In this case, there is either an email trail/recorded phone call or there isnt. If there isnt the broker is relying on the account manager advising they gave out incorrect information. If that does not happen, then the fault lies with the broker.