Has anyone made a complaint to L&C before?

jt1413

I'm really hacked off right now.

Background: applied for mortgage with Bank of Ireland for 4.68% in late Jan through L&C, saw a 4.39% rate in mid Feb and called my advisor the same day asking to switch. He sends me over all the illustrations etc ensuring me its been amended,, my portal updates and I double check it's all OK. Get the mortgage offer last week and it's for the old rate.

I tried calling and emailing my adviser but they keep bouncing back, so I then call my case manager who doesn't answer. So I call the L&C customer services who informs me my advisor left the company (didn't tell me!) and not to worry someone will be assigned and rectify this.

I've just got off the phone with my new adviser who said unfortunately now BoI has pulled that lower rate so that won't be able to be changed and we have to stick with 4.68%. As it is an L&C mistake then there is nothing that can be done as BoI can't grant a product they don't offer.

They offered to take matters further right at the end of the conversation and I've done the maths and I'll lose about £1500 over the two year fix.

Has anyone complained to L&C before and what was the outcome? 

dunstonh

Has anyone complained to L&C before and what was the outcome? 

Does it matter?    What other people may have complained about won't have the same issues you had.   So, don't worry about other people.

You have your complaint. They will look at it and respond.

TrueGreen

I don't have any experience of complaining to them but did want to add that my L&C advisor had left too and I only found out when I tried to email them.
To be fair, I haven't started an application with them yet but seeing as they give their personal work email I think it's an important aspect that if they leave, the customer is informed perhaps.

Neilos9

Work email....
How can you expect an Employer to contact everyone they had dealings with - 
Existing Customer i get - but prospective customers.......

MWT

Neilos9 said:

Work email....
How can you expect an Employer to contact everyone they had dealings with - 
Existing Customer i get - but prospective customers.......

Normal practice for any business with customer facing employees using a personalized email address, would be to forward mail sent to the departed employee, to their replacement, or just put an auto-responder on the mail address informing customers to use a different mail address...

jt1413

MWT said:

Neilos9 said:

Work email....
How can you expect an Employer to contact everyone they had dealings with - 
Existing Customer i get - but prospective customers.......

Normal practice for any business with customer facing employees using a personalized email address, would be to forward mail sent to the departed employee, to their replacement, or just put an auto-responder on the mail address informing customers to use a different mail address...

I spoke to the adviser on the phone the day before he left and he didn't mention anything, so either he was dismissed or he just didn't tell me. 

I appreciate they can't send an email to everyone but we weren't even given a new adviser and when I finally got hold of someone to query the problem they weren't sure we'd be given a new one, weren't sure he had left and didn't even know we'd got the off through. We still haven't got a new one and are just being bounced from person to person.

It's really frustrating to be honest as if I want an update I don't even have a person I can call now who knows my case.

jt1413

dunstonh said:

Has anyone complained to L&C before and what was the outcome? 

Does it matter?    What other people may have complained about won't have the same issues you had.   So, don't worry about other people.

You have your complaint. They will look at it and respond.

I know and I have made the complaint, they said its been received and look to respond within 8 weeks. 

I just wanted to know what kind of resolutions they usually go for, trying to be savvy and get the best deal by trusting a professional to end up ££££ out of pocket doesn't seem fair at all, I just also can't see them giving us a few thousand pounds to say sorry so wanted to know what kind of resolutions they usually make. 

Neilos9

MWT said:

Neilos9 said:

Work email....
How can you expect an Employer to contact everyone they had dealings with - 
Existing Customer i get - but prospective customers.......

Normal practice for any business with customer facing employees using a personalized email address, would be to forward mail sent to the departed employee, to their replacement, or just put an auto-responder on the mail address informing customers to use a different mail address...

That a little different solution, but agree.

Neilos9

jt1413 said:

MWT said:

Neilos9 said:

Work email....
How can you expect an Employer to contact everyone they had dealings with - 
Existing Customer i get - but prospective customers.......

Normal practice for any business with customer facing employees using a personalized email address, would be to forward mail sent to the departed employee, to their replacement, or just put an auto-responder on the mail address informing customers to use a different mail address...

I spoke to the adviser on the phone the day before he left and he didn't mention anything, so either he was dismissed or he just didn't tell me. 

I appreciate they can't send an email to everyone but we weren't even given a new adviser and when I finally got hold of someone to query the problem they weren't sure we'd be given a new one, weren't sure he had left and didn't even know we'd got the off through. We still haven't got a new one and are just being bounced from person to person.

It's really frustrating to be honest as if I want an update I don't even have a person I can call now who knows my case.

jt1413 said:

MWT said:

Neilos9 said:

Work email....
How can you expect an Employer to contact everyone they had dealings with - 
Existing Customer i get - but prospective customers.......

Normal practice for any business with customer facing employees using a personalized email address, would be to forward mail sent to the departed employee, to their replacement, or just put an auto-responder on the mail address informing customers to use a different mail address...

I spoke to the adviser on the phone the day before he left and he didn't mention anything, so either he was dismissed or he just didn't tell me. 

I appreciate they can't send an email to everyone but we weren't even given a new adviser and when I finally got hold of someone to query the problem they weren't sure we'd be given a new one, weren't sure he had left and didn't even know we'd got the off through. We still haven't got a new one and are just being bounced from person to person.

It's really frustrating to be honest as if I want an update I don't even have a person I can call now who knows my case.

Worth remembering why you choose to work with a FREE broker.......

Neilos9

jt1413 said:

dunstonh said:

Has anyone complained to L&C before and what was the outcome? 

Does it matter?    What other people may have complained about won't have the same issues you had.   So, don't worry about other people.

You have your complaint. They will look at it and respond.

I know and I have made the complaint, they said its been received and look to respond within 8 weeks. 

I just wanted to know what kind of resolutions they usually go for, trying to be savvy and get the best deal by trusting a professional to end up ££££ out of pocket doesn't seem fair at all, I just also can't see them giving us a few thousand pounds to say sorry so wanted to know what kind of resolutions they usually make. 

You choose to use a Free broker, and expect a professional service.....Umm.

Neilos9

How can people expect, to use a Free service, where the Service only get paid if/when you complete, to have your back and give you the correct advice......

I've seen the survey, and suggest we don't proceed, ohhh wait, I've just done 30 hours work for charity If i tell you that.....