Sarah Gwilt, mortgage adviser for Dickson Lishman Prince, told Mortgage Introducer she had two remortgage cases that had been waiting for two and three months to be dealt with by the lender.
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She claimed further that the lender was failing to return calls, with its Birmingham branch not having anyone available to answer questions.
Gwilt said: “I have been dealing with C&G for six years and always rated its service until three months ago. However, now it has been a victim of its own success, but there is no point having good deals if you can’t back them up with good service. It has had these kind of deals before without the service suffering.”
John Champion, intermediary sales director at C&G, responded: “The level of business that we’ve received so far this year has been exceptionally high and we are very aware that it has come at a cost to our service standards.
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“The demand for our mortgage range was generated in January because of the unexpected interest rate rise together with other lenders pulling their products. We didn’t want to pull our products without notice or exacerbate the situation by leaving them in the market for too long, so we withdrew our products with 48 hours’ notice.
“In those two days we experienced a huge peak in demand and have been working hard with extra staff to process all the applications that we received. We are confident we will soon restore the first class service that is expected from C&G.”
