Disgusting service

New Homes Mortgage Helpline - www.thenewhomesgroup.co.uk
★★★★★
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Staceystacey's review of New Homes Mortgage Helpline - www.thenewhomesgroup.co.uk

“Disgusting service ”

★☆☆☆☆

written by Staceystacey on 02/10/2014

The service from New Homes Mortgage Helpline has been disgusting from start to finish, from the customer service reps to the mortgage advisors.
We had the mortgage advisor sit in our home for 3 hours going through all the documents/forms needed. A week later we are told our file had retutned from the underwriters due to a missing form which she should have sent. We were told we would need to resend all of the documentation again with the missing form to be re-assessed, which would place us to the back of the que. This was a shambles in itself, we filled in the form, was then told this was not acceptable as it didn't have her details/signature on, and they couldn't get a hold of her therefore delays again!!! After the second assessment with the correct forms we were told we would need to supply a further 3 months documents and again would go to the underwriters and to the back of the que. We eventually started dealing with her boss who I have to say was quite helpful but 8-10 weeks down the line we have now received a phone call to be informed we need to provide further 3 months documents as the mortgage offer is coming to an end. No one has talked us through the process, warned us this could happen or even cared enough to deal with our case from start to finish. I would NOT recommend paying for this service (especially when staff are rude to you and hang up the phone on you when you are unhappy with the service/results) as it is a waste of £400!!! You would be better off flushing that money down the toilet!!

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Thenewhomesgroup's Response to Staceystacey's Review

Written on: 14/10/2014

At The New Homes Group we are sorry to hear about your recent experience and dissatisfaction with our service.
As a business we value the opinion of our customers and are very committed to ensuring all of our customers receive the highest level of service possible.
We have looked through our records and regrettably are unable to locate your complaint so we may deal with this on an individual basis. Would you please kindly email us and one of our Customer Service team members will contact you.
We look forward to hearing from you at your earliest convenience

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