Jonathan Swire, director at Face 2 Face Mortgages Ltd, sourced a Bank of Scotland (BoS) product through Trigold in May 2006, which stated the client was entitled to the cashback.
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However, after being told in October by the client they had not received the money and chasing both companies for over four months, Swire was told his client would not receive a penny.
Swire said: “Trigold admitted the KFI was incorrect but it had been verified by BoS, so it should have been accurate. We were passed back and forth between the two but then BoS told the client there was no cashback on the original deal and Trigold said there was nothing it could do, even though the KFI was verified. If it was verified, why wasn’t it 100 per cent accurate?”
Swire admitted that while the money was not as important as it was when he first contacted both firms, the principle of not being able to rely on a verified KFI left him questioning their worth.
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Bill Safran, CEO of Trigold, said: “While I can’t comment on the individual case, we always try and work closely with lenders to make sure the information regarding the product is as accurate as possible.”
A spokesperson for BoS said: “The product in question is not offered with a £250 cashback. We are looking into this in some detail. In the meantime, as a gesture of goodwill, we will arrange for the £250 that was erroneously promised to the customer to be paid.”
