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| Value for Money | 7/10  |
|---|---|
| Overall rating | 8.3/10 |
By Guest. on 19th Jul 2008
| Value for money | 5/10 |
|---|---|
| Overall value | 5/10 |
 Guest.'s recommendation | |
For many years, First Direct have given us a first class banking and mortgage service. We are now forced to change - see BAD POINTS for the sorry tale.
We are moving and needed to change our offset mortgage provision. Getting through to First Direct Mortgage Dept. for an in principle agreement proved difficult, with many calls and long waits on the phone and unreturned calls. We finally sorted out the mortgage offer and were then told it would take 12-13 weeks to be approved. We lost the first house. Two months later were going through the same waiting and delays for a second offer on another house. Our buyers need to exchange quickly, so we asked First Direct if they were now able to process our offer within 3-4 weeks, a reasonable time for any bank we assumed, particularly for a long standing (high quality) customer. Oh no. We were told that we would have to wait 12-13 weeks or longer, and their was no way around this. These experiences and truly bad customer service has forced us to look elsewhere for an equivalent service with similar interest rates - see General Comments.
We are transferring all our accounts and mortgage to One Account, who have been nothing short of brilliant in pushing the administration through to ensure we do not loose our new house. Meanwhile, First Direct continue to not return calls regarding their mortgage redemption and have failed to mention (for instance) to our solicitor that they require a request in writing from them, to send out a redemption certificate. Something they could have mentioned in the first call if they were on the ball. We will be writing to First Direct to make sure they understand how poor their mortgage service has become during the last few months, and remind them that it is in their long term interest not to loose loyal customers! The experience will certainly give us something to talk about at dinner parties!
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