Anyone had a problem with natwest mortgages????

wrightstar

I am having a nightmare with Natwest
We started our application at the beginning of April and were told it takes approx 4 weeks .
They didnt need any id from me as I do all my banking with them but they needed documents from my partner and id.
At first they sent all documenmts with the wrong names spellings so we had to start again. Then we were told exacrly what documemts to provide and were told by our contact at natwest that we could take in bank statements or pay slips.
As my partner had to order the statements from first direct he chose to take in his pay slipos instead.
He took the id into a bank to have it clarified and sent to mortgages direct.
I then called then the day after and was told we would have a decision on our mortgage appication by thuesday 20th may.
I then got a call the next day saying they couldnt do anything until they received the bank statements.
This has caused such a problem for us as we are buying a new build and the builders are on my back everyday. They were expecting us to exchange on 17th May but Natwest have caused such hold ups, they say they are sending letters to us that never arrive and we can never speak to the same person when we call. We then end up with different answers from different people.

I really want to give up with natwest but i know i'll lose out on my new house and the £500 reservation fee.
Any advice would be very welcomed as all the waiting is now making me very ill with stress:mad:

Graeme7777

Hi,

Have you tried complaining to the branch manager or phoning the head office?

Sorry - not the most original solutions.

Good luck!

Conrad

It sounds like you are dealing with a call centre, so with respect the level of competence and case care is likely to be poor, for example the name spelling mistakes would never occur with a broker such as myself as I would simply repeat back to you phonetically ("Alpha, Delta"..).

The FSA explicitly require firm Directors to have stress tested EVERY single business system, with the sole aim of ensuring such systems deliver TCF (treating customers fairly).

In this regard they have already failed on 2 counts;

1) Failing to ADEQUATELY test new recruits ability to spell and correclty obtain details

2) Failing to ADEQUATELY demonstrate/signoff ALL staff have the competence and skills to deliver the outcomes you expect (for example different people saying different things to you)

There are 6 TCF outcomes ALL firms MUST deliver, and here I refer you to the most pertinent;

OUTCOME 3 "Consumers are provided with clear information and are kept appropriatley informed before, during and after point of sale"

Hit em with this outcome 3! Ask for a compliance officer, or at worst a manager (and mention to the manager you will report your findings to compliance in reagrd to thier lack of adherance to OUTCOME 3)

Conrad

BTW - ALL staff MUST be fully aware of what TCF is and the meaning of 'the 6 key TCF outcomes' - so if whoever you speaks to doesnt understand, record thier full name with phone number (I recommend people never deal with staff who refuse to give a surname) and keep that too in your dosier of evidence.