I needed to get a a buy to let mortgage and got to Natwest as to whether they could offer the mortgage or not.After taking all the details from us, we did not get a reply from them and had to call them to find out what the situation was after 7 days. They said they will tell us soon as it has been approved but they did not. We had to ring them!!!.
Rang them and we were told its been approved. They even got their solicitor to start the paper work and was sent to us. We still had no letter from them that they will send out the offer documents and when. We kept on chasing them but kept on coming with excuses that they needed more information, which we supplied asap and got the nearest branch to fax it over to the mortgage centre. Apparently it takes over 6hrs for the fax to reach the centre!!! as we were told and could not get an answer till the following day. They NEVER ring back even though they promised that will get in touch asap. The survey got done after 6 weeks!!
Next day we called and were told not decided yet and waiting on underwriters and will get in touch asap. Nothing again!!. We ring again and more excuses. This has been going on for 7 weeks from the time we went to the branch to get the mortgage started and still now no where as to whether they will give the offer document or not,They keep on saying they will send out the offer document but frankly its taking liberties and we need the mortgage to purchase next week. We have been unable to go else where as not its too late to start the process as it take 3-4 weeks.
We asked to speak to the mortgage manager, was put on hold and then were told the manager does not takes calls from customer. What the heck is the manager getting highly paid for? Not even given the name of the manager. Ridiculous. It seems for sitting around and letting the front staff get the 'stick'.
HOW THE HECK WAS 'NATWEST VOTED THE best first-time buyer mortgage lender and best bank for mortgages for
2011-2012' AND as written on this link 'http://www.natwest.com/personal/mortgages/g5/mortgage-adviser.ashx'
Support you all the way – your named mortgage adviser will help you choose the right mortgage and support you from start to finish - Absolutely lots of rubbish - don't even want to talk to us.
Listen to you – you can choose to speak to an adviser face-to-face or over the phone. Which ever is best for you. - Just not interested in listening. Managers do not even want to take the call.
Keep you up to date – on the progress of your application by phone and text messages - Don't even bother ringing
and letting us know what is happening!!
We have said we will be taking it with the Financial ombudsman but what can we expect?
Any suggestions to the how to got about this as we need the mortgage offer this week.
Thanks in advance