Mortgage Introducer was contacted by a number of brokers who claimed that PTFS members were unhappy at being forced to re-key a client’s data when completing a remortgage as they were unable to access the original information from sourcing systems.
One broker, who wished to remain anonymous, explained his dissatisfaction with the PTFS sourcing system in place, and said: “PTFS has insisted that brokers use the factfind from Personal Touch, instead of changing any information on the original from Trigold.
"This means that brokers now have to duplicate factfinds and spend at least one hour extra keying information, such as names and addresses.”
This was confirmed by another source, a major partner within Personal Touch’s mortgage network, who called on the company to amend its system.
The source said: “I know this is something which is bothering people. Normally, if an intermediary loaded a case onto Trigold, when it comes to a remortgage they can tweak it down the line and re-source. However, you can’t do this.
“There is a feeling among some members that new rules are being introduced all the time without advisers being included in the decision-making process, making Personal Touch seem more like an employer than a partner.”
However, Dev Malle, sales director at Personal Touch, insisted that its systems were fully geared towards ensuring its members completed compliant business and urged any adviser with an issue to contact the firm.
“Personal Touch’s technology has been fully integrated with Trigold and Mortgage Brain and it ensures, apart from anything else, that members can be comfortable that they are being compliant.
"We can tell they are going through the right processes, with the whole system designed with us taking liability. And because we are taking liability, we have got to make sure we are covering all the bases. That way, no one gets caught out.”
Malle added that brokers should contact Personal Touch if they felt they had an issue with the service provided. “It’s all about getting the balance right with compliance and taking full responsibility for our members.
We have always prided ourselves on the fact our members have the freedom to run their business how they want and if any member wants to discuss an issue, please contact us.”
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