PRIMIS..NIGHTMARE TO WORK WITH

Skylax

PRIMIS are an absolute nightmare to communicate with. They are trying to me out of £2053. The guy I’m dealing with ([Removed by Forum Team]) is an absolute stubborn moron who has calculated my compensation incorrectly. I’ve asked it to be referred to his manager or superior and he’s refusing. PRIMIS don’t have a complaint’s system so I now have to go( completely unnecessarily) to the Financial Omsbudsman, who will see the calculation error immediately. I’ll explain.

My mortgage broker ([Removed by Forum Team] of Kingston Mortgages) wrongly advised me that the solicitors fees would be free on the product he recommended. A week before the mortgage completion, he informed me that he’d made a mistake and there was £2053 to pay. I complained and he agreed that he would pay the legal fees. I told this to the solicitors and they said that was fine but I would have to pay them directly then ask the broker to reimburse me, which he did.

However, because it took 5 weeks for the legal work to be completed, I had to pay 36 days interest at the old lenders Standard Variable Rate of 8%. This amounted to £3294.72.

I complained to the broker who referred me to PRIMIS and [Removed by Forum Team] looked into it. He agreed that I had paid £3294.72 unnecessary as a result of the broker’s mistake and agreed I should be compensated by returning the £3294.72 + £250 extra compensation for the stress and distress caused to me and my wife.

However he then deducted the original legal fees of £2053 which I had already paid to the solicitors.

I pointed this out to him numerous times but the numbskull is pretending he doesn’t get it and wants me to appeal to the Omsbudsman. He knows this will be very time consuming. He is clearly and dishonestly avoiding paying me what I’m owed and won’t even let me speak with him or his boss.

This is an absolutely disgraceful way of behaving and he should be ashamed of himself. PRIMIS should not be employing people like him.

My strong advise to anyone who is considering using PRIMIS is please DON’T!

Unless you want an extremely stressful experience and want to risk losing thousands of pounds!

flaneurs_lobster

The rules of this forum mean that individual employees at any institution under discussion should not be identified.

Better edit to anonymise both the employees you name otherwise this post will be zapped.

I've read the blurb on the PRIMIS website and I'm still none the wiser as to what they actually do.

They do have a complaint procedure which starts with this form

https://www.primis.co.uk/home/customers/complaints/

Have you submitted a formal complaint?

silvercar

https://forums.moneysavingexpert.com/discussion/comment/82171226#Comment_82171226

They are a mortgage broker network. They provide services, eg regulatory compliance, to brokers.

I would think that OP’s complaint should be to their broker, rather than primis.

I also think that if compensation is awarded or agreed, any money already paid is part of that compensation. Compensation is awarded to put you back in the situation you would have been in, had the mistake not happened. Other than small awards for stress etc that is usually what the adjudication would give you.

Your complaint is that you were promised free legals and that wasn’t honoured, so your broker has agreed to cover that. You also claim a delay in processing by the solicitor left you out of pocket, that also appears to be agreed. There seems to be a query on the calculation. It seems you were moving your mortgage and the legals took longer than expected leaving you on a higher rate for longer. Your compensation for that part should be the difference between the rate you paid and what it should have been if the legals were completed in a timely manner, rather than a complete refund of the higher rate. Post some figures if you want people to make that calculation for you.

——-It isn’t appropriate to name individuals on the forum. Please don’t name individuals, and ideally not the company, otherwise MSE gets embroiled in right to reply issues and other legal stuff. Please could you remove the names. I’ve asked the forum team to do so, but they won’t see the request until Monday. There is a real danger of the thread being closed if names are quoted, so please comply and if other users could refrain from quoting actual names that would be helpful.

ACG

How is the solicitors taking 5 weeks the brokers fault? (Genuine question).

@silvercar the network would generally pick up any complaints. Obviously in the first complaint is an easy one to resolve and should not need to involve extra people (although they would have been notified).

The other complaint though has confused me a little as I do not understand how a broker is liable for a solicitors delay. The fact that Primis are accepting the complaint suggests there is something that has not been mentioned as I think I would have rejected the complaint from what has been said, unless I am missing something.

I do agree with your point though, unless the new mortgage was 0%, they would not owe the full amount of interest.

kingstreet

The usual steps;-

complain to the broker if directly FCA regulated, to the broker's network if an appointed representative. The complaint should set out what happened and what you want done to remedy the situation. In this case, a calculated amount of loss (legal costs + difference in expected and actual monthly payments for period in question + inconvenience)

the network investigates and has eight weeks to reach a conclusion, issuing a final outcome once finalised

the complainant can accept the outcome or has six months to refer to FOS and can still take court action if not satisfied after a FOS referral. The FOS decision is binding on the network

In this instance, the broker concerned should simply have referred the complaint to PRIMIS (the network) for them to deal and taken no further action unless PRIMIS requested. The complainant should then deal only with PRIMIS and have no further contact with the broker.