written by Glover413 on 24/11/2015
Do not apply for a mortgage through this company under any circumstances. They are inept, inefficient and have no concept of customer service. Our mortgage application took 9 weeks to be approved and we were incredibly lucky not to have the chain collapse beneath us. They will regularly request the same document 2-3 times and lose paperwork that they then demand is replaced. Their standard line is that they have a 5 day turn around for review, so it can take them 3 weeks to review the same document 3 separate times.
When you ring to speak to staff they are rude and dismissive of your problems and clearly don't care about individual circumstances. When I called to chase up confirmation of conditions of the mortgage offer being met I was told 'I have a pile of post of my desk to get through, it's month end and the whole world is chasing me for completion dates'. A bit of basic courtesy and recognition of the untold sleepless nights their delays and prevarications have caused would be welcome at this stage. Kensington need to invest in more staff to push offers through faster and vastly improved customer service training. There seems to be a lack of understanding that we are customers paying for a service and not just poor unfortunates who are forced to use a sub-prime company.
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