Nigel Pamment, senior mortgage consultant at Huddersfield-based Inspirational Financial Management Ltd, had contacted Mortgage Express to inform it that his client was downsizing.
He was told that porting was dealt with by an internal team and not by brokers.
Pamment was about to inform his client of this when he was contacted by the lender to inform him it had not realised the case involved a lifetime product and it was indeed the broker who administered the porting.
Pamment believes if he had informed his client that he was not allowed to help them it would have caused them a great deal of distress.
Then on making a later enquiry on the same case he was again told he could not deal with it, only for the lender to once again realise it was mistaken.
“I think providers need to make sure their staff are up-to-speed on their products and don’t rely on the brokers to advise them of their own criteria on such a sensitive area,” he said.
Roger Hillier, product development manager at Mortgage Express, said: “In response to the issues raised by Mr Pamment, Mortgage Express has since re-communicated the correct and existing Lifetime mortgages portability principles to all relevant staff.”
