Ken Sives, senior partner at Sives Financial Services, said MTE was set up last month on his system. He said: “At the time I had a client who was after a new deal so I used MTE. After finding a suitable Nationwide offer I completed the KFI but when it came to submitting the application an error flashed on the screen.
I rang MTE to see what the problem was but at the time it didn’t know and said it would get back to me. Six days later the problem still hadn’t been sorted and I had to chase it up.
“Finally I was told to input the information again and it would work but still nothing. After six days of the offer sitting on my desk I finally decided to post the application off to the lender. The worrying thing is that it didn’t seem to know what was wrong with its own system and there is a possibility that I may lose some money for not completing the deal online.”
Nationwide confirmed that the broker would not be docked any fees for submitting via post as its rates are the same regardless of how the application is submitted.
Mark Lofthouse, chief executive of the MTE, explained that help was on hand if needed. “We take on over 3,000 transactions each week through MTE and for those unfamiliar with the system we offer telephone training and a user guide, and brokers can be talked through the process if they need to be. If there is a group of brokers we will also send a BDM to explain and help them set up the system.”
