While all lenders must strive to improve their service, unexpected things do happen. We should expect that following a lender announcing a fantastic rate that their will be a rush of demand, and that problems can occur.
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I tell my clients that if they want a deal that they may have to wait slightly longer for it – it is a question of rate versus speed in some cases.
Of course we need to be informed of these problems, and Mortgage Introducer, and other magazines in the trade should report on these issues.
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Cheltenham & Gloucester (C&G) and Abbey are two lenders who have recently come under criticism. However over the past few weeks Abbey and C&G in particular have made huge strides to improve their service to us. With C&G, even during their troubled few weeks, there was always someone to talk to and the lender let us know of any delays, while Abbey has also clawed its service levels back.
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