Has anyone made a complaint to L&C before?

ACG

All they have to do is to put you in a position you would have been had the mistake not happened. They do not have to offer any compensation. 

You may find they bang an extra £100 on as an apology but it wont be thousands. 

You have your approximate calculation, you will know if what they are offering you is about right. If you disagree, ask them how they came to the figure and explain how you have yours. 

TrueGreen

Neilos9 said:

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.....

But surely you would use a surveyor of you choice and take advice from them...

For what it's worth I found them very professional and helpful so far. (yes, apart from the change in staff, the new person got in touch very quickly with me).

jt1413

Neilos9 said:

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.

I know they are a free broker but they do work on commission. It's not like it's the first time I communicated with them, I have been their client for 8 weeks at this point and I was waiting on the offer to come through. Business works like that, you do work upfront without the payment on the promise that you will be paid once you've delivered your service. 

If their business model (which is the business model of a lot of brokerage firms) is to be free to the service user and be paid by the lender at completion, then yes, I expect a professional service otherwise they shouldn't have that business model. I wasn't asking the earth from them, I only asked for a rate switch which I was told could be done in 30 minutes when I submitted my application with them.

Regardless, I am now going to lose £1500 of my own money due to their incompetence and I am stuck between a rock and a hard place because I can't go elsewhere.