What I don’t see is lenders complaining about the service they are getting from brokers. Maybe they should? I don’t know. Unless we vent our feelings in publications, we are not going to get our thoughts heard.
The cynical side of me asks whether this is because they don’t get a bad service from brokers. After all, what are we doing for them? Generating business? Making them money? Doing more and more work for them as time goes on and giving them clients that they can, if they so desire, cross-sell to – heaven forbid any lender does this though. Not.
What I feel I don’t see often enough is the FSA coming down on lenders for poor service. It is quick to come down on us brokers if we don’t do our jobs right, which I don’t have a problem with – if you don’t tow the line, you pay the consequences. But it seems lenders aren’t really geared up to ‘Treating Customers Fairly’ in my mind. We are their customers as well and are we being treated fairly at all times? I would say not quite a lot of the time, with the service we have to put up with. If I gave the kind of service that I get from some lenders at times, not only would I not be in this industry through choice as I would have been struck off by the FSA, but would be ashamed to be in it as would many others. We pride ourselves on going the extra mile for clients for their benefit, isn’t it about time they did the same? Maybe we should see ‘Treating Brokers Fairly’ guidelines for the lenders.
Nigel Pamment
Inspirational Financial Management
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