Woolwich Mortgages www.woolwich.co.uk Reviews
Latest Reviews
★☆☆☆☆
“Shameful embarrassment, avoid at all costs”
Written on: 12/06/2013 by caroline23red
Have had a Woolwich/Barclays mortgage for several years. Applied for a further advance two months ago, through our broker. Been with underwriters for weeks who keep asking for more and more info, they asked for husband's accounts (audited by chartered accountant), once these were received, they then asked for HMRC SA302, their criteria says this form is only necessary if you are a limited company, which he is not! They continually move goal posts. Originally they were going to carry out a... (read more)
★☆☆☆☆
“The worst customer service ever do not touch this company”
Written on: 08/06/2013
Had 5 weeks of hell from the customer service department right through to the Chief Executives office. As one of the unfortunate people who had Barclays/Woolwich forced onto them when they bought out Standard Life we presumed that as there was only a short time to run before the mortgage was paid off we would be ok. How wrong we were! They bumped up the mortgage payments by over £1200 over the next year, no change of interest rate or mortgage but they now say that it's the way they work... (read more)
★☆☆☆☆
“Verge of homelessness”
Written on: 04/06/2013 by LouisLondon (1 review written)
Very slow processes and at the time of writing this review, we are 7 weeks into the process following on from an offer letter with the incorrect postcode on it. New tenants move into our current flat in one week and we haven't even received the revised offer. My experience has included: A request for further BASIC personal information from the underwriter a month after the mortgage application was put forth. Interdepartmental finger pointing as no one can do their checks and job... (read more)
★☆☆☆☆
“Worst mortgage company in UK?”
Written on: 20/05/2013
I believe Woolwich are currently the worst mortgage company to deal with in the UK. The processing of even the simplest task takes weeks, nobody takes responsibility at any stage of the process. It took almost 4 weeks to get a valuation instructed. Do not apply to Woolwich mortgages if you need a mortgage in less than 3 months (read more)
★☆☆☆☆
“Worst mortgage provider: incompetent people & failed...”
Written on: 09/05/2013
We applied for a mortgage with Barclays/Woolwich at the beginning of Feb 2013 via telephone. The application process was already dreadful because they wouldn't give us a direct number of our mortgage adviser, but forced us to call their Mortgage Centre for everything, which always put us on a queue for at least 20 minutes and tons of phone bills. They use the cheap customer service centre type to handle the applications, and whoever picks up the phone will deal with the request on the day.... (read more)
★☆☆☆☆
“Awful - the worst company I've ever dealt with.”
Written on: 09/05/2013
If I could give the Woolwich 0 stars I would. Its taken 9 weeks, and daily phonecalls via my mortgage broker and still I await my final mortgage approval which I was assured I would recieve 3 weeks ago. Its now looking less and less likely to make my completion date in four days time which effectively leaves me homeless until they get their act together. Painfully slow, no communication, changing goalposts at the last minute. Avoid at all costs. (read more)
★☆☆☆☆
“Standard Life/Woolwich ”
Written on: 02/05/2013
I am one of the poor unfortunate people who were forced onto Woolwich from Standard life last year. As I only have 3 years left on the mortgage it was not worth looking for any other product so instead accepted a fixed rate deal for the rest of the term so at least I knew what my payments were going to be until the end of the term. I received my first statement from Woolwich in April 2013 which stated that my monthly payment had suddenly jumped by £44.75 for the rest of the term. I... (read more)
Mansy50's Comment
Written on: 31/05/2013
I have had/ having the same experience at the moment. i have about 2.5 years to run on my mortgage I spotted the hike when i received my statement in April 13 but thought it might be an issue of my direct debit payment for the 30/3 not hitting the account before the year end I thought that this would be sort itself out and an adjustment made.
checked my bank statement today low and behold they have taken an additional £20.
I rang the call centre and the explanation i was given was that standard life had not calculated my repayments correctly according to the terms of my mortgage so barclays/woolwich would be recovering this from future payments.
what a load of rubbish!
I hung up after telling the call centre operative that i was not happy with the explanation and would be looking into this.
I googled and found your review. ( thank you for posting) I
called back got another rep she did apologise and this is currently being investigated, stated they would get back to me within 5 days and refund the money (hopefully!)
If i do not get satisfaction i will take my complaint to the financial ombudsmen.
I think this problem is due to a cock-up in respect of the transition and the bank is trying to make customers pay for mistakes made in the transition!
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Jonbon's Comment
Written on: 02/06/2013
Dont believe them, they told me that they would refund the money and still haven't. All they do is send statements.
I am off to the Ombudsman as well. As far I am concerned, this is theft!!
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Mazley's Comment
Written on: 06/06/2013
Further to my posting above I have been dealing with the Chief executives office who are nearly as bad as the call centre. All now sent to financial ombudsman so waiting for his comments. I suggest we also all write to the newspapers, watchdog and anyone else we can think of. I will not let this lie. I have been told today that I am dealing with Barclays/Woolwich now and any agreement I had with Standard Life is in the past and not relevant! I had just come off the phone with the Chief Executives office again and the post arrived, despite being told by the CEO office that the amount had been worked out by a Senior Mortgage manager and it was correct guess what! The mortgage amount has gone up again, that is 4 different amounts in 4 weeks. An extra £1000 to pay over the last year of our mortgage. Well done incompetent Barclays, you really are appalling. Will keep this posting going until we all have our problems resolved. God bless the Ombudsman, he is going to be very busy.
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Mansy50's Comment
Written on: 06/06/2013
I have heard nothing so far. Barclays/woolwich must be breaking the rules. if i do not get this cleared up by tomorrow i will be contacting BBCs watchdog then the ombudsmen
Without any evidence this is collecting monies under false pretences (at best )- i have had no evidence or plausible explanation no letter from the bank providing the evidence.
I suggest everybody with this problem submits a complaint to the ombudsmen and writes to Watchdog.
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Jonbon's Comment
Written on: 07/06/2013
Yes, I too have written to head office and threatened them with the ombudsman. They did ring me to once again explain about their different year ends etc. Duh, I am not stupid, I understand what they are talking about. They also said that even if we had stayed with Standard Life the same thing could have happened. So what does this mean, you take a mortgage out over so many years and they have the right to just start adding extra payments on the end of it. I do not accept this and it and told them so. My mortgage was due to finish in January 2017 and now they are saying that it will finish in May 2017 because of the way in which they calculate their interest. Why should we suffer because of their internal procedures. Anyway, I have told them that I am still going to ombudsman and also have relayed the situation to a good friend of mine who is a reporter. He has passed it on to a friend of his who is a financial correspondent in London. Maybe it will get some coverage!!
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Mazley's Comment
Written on: 07/06/2013
Thanks Guys, We are not feeling alone on this one anymore, our complaint has now gone to the Ombudsman but to back this up I am sending a copy of all the paperwork and the dozens of calls I've made to Watchdog and The Mail on Sunday, (the investigator there is excellent) in the hope that we can let people know about the bullying from Barclays. It's the little people who pay their mortgages on time who are suffering. It's the arrogance and lack of a real written explanation and their tough like it or lump it attitude that really takes the biscuit. Keep in touch!!
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★☆☆☆☆
“Mortgage application”
Written on: 18/04/2013
The level of service is quite unbelievable! In so much as you could not imagine how terrible it is. No one returns your calls. You are not kept updated. When asked to speak to someone with an issue you have they will put you on hold until the world ends! I really couldn't believe how disrespectful they could be. All in all a truly astonishing poor service. My mortgage application was as straight forward as it could be. Big deposit, well within my budget.. Frankly speaking they should be... (read more)
Duygu's Comment
Written on: 07/05/2013
Exactly the same thing happening with my mortgage application at the moment. It's been at least 8 weeks since I have applied for a mortgage and my application is also straight forward and within the budget. Their customer service is appalling. It's taking them a long time to correct their mistakes (they give you no choice but to use their pricey survey. Anyway I wanted to book for a structural survey but they booked a home buyer one; thanks God I phoned the surveyor company and found out about it.. Now I have to wait God knows how long to get the right survey to be booked again! And on top of that the seller is well annoyed with you due to how much time is wasted..) ; wished I have never applied to them. Definitely avoid if you can...
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★☆☆☆☆
“Really, really bad”
Written on: 16/04/2013
Errors by Woolwhich at almost every step of the way on a remortgage, poor communications and slow. Delays where we were told that new business gets priority over remortgages. Failed to complete on agreed date set by bank's own solicitors because they could not make the payment. Reason behind this not disclosed. It has put me off both Woolwich and Barclays, wasted days of my time calling offshore call centres, phoning the mortgage rep (who was evidently snowed under and consequently... (read more)
★★☆☆☆
“Slow slow slow”
Written on: 14/04/2013
Getting a mortgage with the Woolwich (Barclays) has been an extremely painful and slow experience! It has taken 6 weeks for them to make a mortgage offer - why oh why does it take 6 weeks to issue this as it nearly lost us our property! I suggest that if you can use another company do so! (read more)
Sh_Jinny's Comment
Written on: 09/05/2013
I would not give them 2 stars! Zero start if that option is available!
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Showing 1 - 10 of 103 Reviews
★☆☆☆☆
“Left homeless for 24Hrs...DO NOT USE THIS COMPANY”
Written on: 08/04/2013 by Reggie_123 (1 review written)
Yes ,we were so let down by this organisation and couldn't quite believe it!! Our solicitors requested the release of funds from the Woolwich on 22nd March (exchange of contracts) for compeltion on 4th April. At no point between these dates did we (ourselves, our solicitors or our mortgage broker) have any communication from Barclays / Woolwich indicating there would be an issue completing on this date. The initial concerns were raised by our solicitor on the 3rd of April, the day prior ... (read more)
★☆☆☆☆
“Worst Lender Ever Known”
Written on: 27/03/2013
I've just recently been let down so badly with this badly run organisation I would like to warn others to avoid at all costs, applied for mortgage for a flat in Glasgow West End, property value was £80,000 and my wife and I were jointly putting a deposit of £24,000, leaving £56,000 of borrowing required, we own a successful business and each earn in excess of £35,000 per annum each, with very little outgoings, we were asked by the Woolwhich for SA302 forms for year 2012, which we had to... (read more)
Plunty's Comment
Written on: 04/04/2013
I agree they are dire and I have similar experiences the sad thing is Barclays don't care they have no concept of customer care I am amazed they stay in business
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★☆☆☆☆
“Still waiting for application to be reviewed”
Written on: 26/03/2013
Absolutely appalling customer service....to cut a long story short applied for a mortgage via a broker and submitted all necessary paperwork....this was three weeks ago. To this day have had no contact or acknowledgement or any sign of a valuation being carried out...every time we call the incompetent call centre in India the same answer is given saying 5 working days are required.....I am considering going to another provider who may actually want to consider me....I can't afford for this... (read more)
★☆☆☆☆
“Waited 27 minutes on an 0845 number !”
Written on: 22/03/2013
What an absolutely appalling company,I dialed an 0845 number to switch my five buy to let mortgages,after listening to a recorded message about how sorry they were to keep me waiting,I gave up.I know they are a massive company with billions of pounds of assets but they must be losing loads of business. (read more)
Sh_Jinny's Comment
Written on: 09/05/2013
Everyone should use the free number to the Call Centre in India and let Barclays/Woolwich pay for the waiting.
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★☆☆☆☆
“Offshore Call Centre,”
Written on: 20/03/2013 by Frustrated1954 (1 review written)
Once all the documentation requirements were sorted out the Mortgage offer was pretty quick in coming through...however, there were then a couple of queries sent in by my Solicitor which we now have to chase up via an offshore call centre in India. For 5 days I was informed (by 7 different individuals) that the letters were being produced by the underwriters and would be out by the close of business today, if not, then first thing in the morning. For 5 days this hasn't happened...I am... (read more)
★☆☆☆☆
“Terrible, clueless Customer Service”
Written on: 16/03/2013
Awful. Clueless. Can't sort out simple issues. Avoid if you can. (read more)
★☆☆☆☆
“WOOLWICH PORTABLE MORTGAGE RUBBISH !”
Written on: 05/03/2013 by fixthisstuff (1 review written)
Just called Woolwich to check about porting my mortgage to a new larger property. My employment situation and finances have not changed and not looking to borrow any extra money just what I had originally borrow. Ran though their telephone process and now they are saying I can only borrow 75% of the original mortgage amount. The wife's in tears and I'm confused. I'm thinking about taking this to the ombudsman as this just isn't right. I can get the mortgage amount from other banks so why... (read more)
Fixthisstuff's Response to fixthisstuff's Review
Written on: 07/03/2013
I have now decided to use the old fashion method of booking an appointment with Barclays to go and see them to discuss the matter as this does not sit well with me. The banks have been asked to ensure money is being loaned by the governement that is why we have all been subject to quantitative easing !
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Snowbears's reply to Fixthisstuff's Comment
Written on: 21/04/2013
Interesting to read about your situation. We too are trying to port with barclays. They reluctantly provided us with information in writing on the 30 day window for porting, however when we asked more questions by letter re (the two problems we've read about) - changed lending criteria & the quality of asset purchased it has taken them 2 months to reply saying they cant answer specifics. We too have now insisted on a meeting - although they have been reluctant to spend time on meeting about porting and we'd prefer to have everything in writing. Should say on the phone they say there shouldn't be any problems but dont know whether to trust.....
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★★☆☆☆
“Not very flexible mortgage”
Written on: 26/02/2013
When I first took this mortgage out, I was told it was perfect for me as I could take it with me very easily should I move. I decided to move, but terms and amount of loan have changed (downwards, so I can borrow less than I already owe) Also mortgage reserve has been capped, even though when I took it out, they said that it would be for the term of the loan and ever increasing. Seems they can change the rules when they like. Would have been good if they kept us informed of changes as and... (read more)
★★★★★
“Great service throughout.. maybe I'm lucky?”
Written on: 08/02/2013
I made my mortgage application in store last Monday (28th Jan) - I received a text 2 days later to advise that the survey had been booked and would take place on the following Monday (one week after application), this took place and I received the results the following day. It is now Thursday 4th Feb and I have my mortgage offer and a copy is with the solicitor. I was kept informed of the proceedings all the way through. Happy Woolwich customer :-) (read more)
Julia7889's Comment
Written on: 13/03/2013
it is because they want your custom. once they have it - APPALLING
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★☆☆☆☆
“Worse than terrible”
Written on: 07/02/2013
If there was a provision for no stars or minus stars then Barclays/Woolwich would get minus 5 from me. Everything possible went wrong and I was badly advised from the outset. When I raised concerns with my advisors about these problems THEY lodged a complaint, without my consent, with thier own "complaints department". Within 2 days I recieved a letter from Barclays complaint handling team telling me how sorry they were but that my complaint had been fully investigated and rejected. This... (read more)
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Showing 11 - 20 of 103 Reviews
★☆☆☆☆
“4 months and still not completed.”
Written on: 29/01/2013 by TedTrippin (1 review written)
So decided on the Woolwich. Filled out the form making special care to get everything right. Triple checked the application. Photocopied and enclosed all the requested documents. Got a letter through asking for another photocopy of the statement showing my wages going in. I sent that off. Then got another letter asking for the whole statement, not just the relevant bit. Sent that off. Then got another letter asking for statements for 2 different months. I sent off 3 whole statements. Got a... (read more)
★☆☆☆☆
“Appauling service would not recommend ”
Written on: 17/01/2013 by Ryanpe (1 review written)
We have a mortgage with the woolwich and wanted to release equity from the property with a further advance. The initial application was completed over the phone with no problems but then the process time for receiving an offer was lengthy with us chasing up the application on a constant basis. This in itself was a headache as we we passed from pilar to post with no one knowing what was going on. The processing team who apparently the only ones who could talk to us were based outside the uk... (read more)
★★★★★
“Quick highly recommended ”
Written on: 07/01/2013 by HappyM23 (1 review written)
All I can say after all the bad reviews about Barclays and Woolwich mortgages is that our broker was fantastic 85% loan to value done in less than 2 weeks on newbuild hopefully be moving in early February, mortgage offer in writing really quick really happy with everything well done Woolwich. Highly recommended after useless Santahder and Nationwide!! (read more)
★☆☆☆☆
“Clueless”
Written on: 01/01/2013
There is a simple problem with the woolwich's call center i.e local knowledge. I rang them to ask them which Insurance provider they required me to use as "Stipulated" in the mortgage offer. It seems that insurance is not heard of there and one has to explain what insurance is. Now you may think this is flippant but let me restate that you have to choose a insurance company which is too the Woolwich's liking. I will be leaving them when the fixed deal ends and go with a High street... (read more)
★☆☆☆☆
“Useless Barclays/Woolwich”
Written on: 09/12/2012
Applied for Barclays/Woolwich mortgage 6 weeks ago. Their website states they make it a smooth process that helps buyers. This is not true. Customer service is terrible, you wait up to an hour for a reponse that is unhelpful and misleading, no one seems to know what's going on, they blame delays on mistakes, that they make, but you basically go to the back of the queue. BARCAYS MANAGEMENT SHOULD BE SORTING THIS OUT. (read more)
★☆☆☆☆
“10 weeks to wait for a mortgage offer!”
Written on: 04/12/2012
My client has been trying to buy a house since August via Barclays. It is now December 4th and still no mortgage offer. Lies and excuses every day. It has taken 8 weeks for Barclays to book a survey in spite of having all the relevant paperwork from my client. The survey took place over 2 weeks ago and by past experience, I guess we will wait another 6 weeks for a mortgage offer. Every day my client calls Barclays and is told we will come back to you within 48 hours. He has not had a call... (read more)
★☆☆☆☆
“Incompetant and unhelpful ”
Written on: 03/12/2012 by hadenoughofthis
After my Standard Life mortgage was hijacked by Barclays/Woolwich, I had nothing but problems. They started changing my monthly payments without letting me know, they stopped sending statements, and then I discovered their abysmal customer service when I tried to phone. When I redeemed the mortgage it got worse, because they refused to send a closing statement, failed to repay the overpayment they owed me, charged me 200 pounds to close the account and then said they couldn't return my... (read more)
★☆☆☆☆
“Totally useless”
Written on: 30/11/2012 by ninski (1 review written)
I'm not one to usually write reviews but I feel so strongly on this one I feel its worth warning others to never go anywhere near Barclays Woolwich mortgages! After moving home last year I required a small amount of additional borrowing, after weeks of frustrating phone calls, being passed around from one advisor to another it became apparent I would not be able to borrow any additional money (even though I had 50% equity in my home!) unless I took out a completely new mortgage and paid the... (read more)
★★☆☆☆
“Mortgages ethics and feet. ”
Written on: 25/11/2012
Barclays mortgage process has always been viewed as a tale of two halves. The service before submission and post submission. The process with the adviser has generally been viewed as the positive side from customer's and staff. I am aware that Barclays is currently going through a transition period in regards to a changeover of systems. This changeover is causing many issues for those that are using the systems both pre submission and post submission. 6-7 weeks is a closer estimate to... (read more)
Dianathp's Comment
Written on: 28/11/2012
I would totally agree with this analysis. We are still awaiting our offer, having submitted all of our paperwork about 3 weeks ago. We are in the precarious position of our seller threatening to pull out as they have seen no progression in the sale.
Barclays are completely dysfunctional at the moment, with a new system that seems to repeatedly fail. I have been unable to communicate with the processing team (after waiting each time for about 30 mins to get through), the sales team are unable to talk to the underwriters and in the meantime we are becoming more and more frustrated. If we weren't porting our existing rate, we would have changed provider by now. I certainly won't be paying the huge application fee.
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Dianathp's Comment
Written on: 29/11/2012
finally got approval and survey date through, hurrah!
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★☆☆☆☆
“first time buyers”
Written on: 21/11/2012 by gowlaz
terrible, first time buyers, applciation made in branch 9 weeks ago. still not sorted- no communication. could not get access for survey, took for me to ring to see hold up- since then they, my solicitor is struggling to get any responce about part of our deposit being gifted. there is no communication, as you can imagine how the seller of the house feels. stressful not the word, then trying to speak to that indian call centre when you eventually get through is a nightmare cant understand... (read more)
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Showing 21 - 30 of 103 Reviews
★☆☆☆☆
“Useless liars”
Written on: 21/11/2012 by Shroom75 (1 review written)
If you are lucky enough to read this prior to going for a mortgage please avoid these useless prats. Once the application is escalated to underwriters then you are screwed. We were promised a 5 day turn around every day for three weeks. We then escalated the issue in branch and were promised a maximum of 4 days. That expired of course and we are now being told that there is a technical glitch with the system, not the whole system but just on our application. We are going to lose the sale... (read more)
Odriscollfiona's Response to Shroom75's Review
Written on: 22/11/2012
Feeling really fed up with them also. They told me the mortgage application could take up to 8 - 10 weeks because they are having teething problems with their new system. I don't want to know about their problems I want solutions to my mortgage. It's taken 4 weeks already trying to get everything in place for the underwriters, only to be told that it will take the underwriters 3 weeks before they even open up our file because of the back log of work they have! We are tied in with them for 2 years so to move else where would cost us thousands. We only want a small deposit of 40k to buy a flat and it's just complications after complications!
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Shroom75's reply to Odriscollfiona's Comment
Written on: 27/11/2012
Update - It's now 10 days since they realised there was a technical glitch and still no resolution. I have had the case escalated as follows:
1.) In branch on the 15th Nov with a gaurenteed 4 day resolution - expired!
2.) Over the phone with the mortgage frontline team based in South Wales with a promise of the survey being done by the 23rd - expired
3.) With the underwriter on the 19th with a promise of a 48hr turnaround - expired
4.) With a supervisor in India with a promise that my case has been escalated to the highest possible person and a 24 hr turnaround - expired!
5.) With the complaints team based in leeds where the advisor Ms Broadley promised a call back before 2:30pm today - expired
I will make my daily 1.5 hr worth of calls again tmrw and fully expect the following:
"we understand your concerns sir, we apologise and we promise it is our top priority"
"leave it with us for 24hrs and we should have the survey instructed"
"The IT are aware of the issue and are working on it as we speak"
" we will call you back with an update later today"
All of these promises will come to nothing and on Thursday and Friday I will again call them with a promise that by Monday everything will be sorted. This has how it has been for over 4 weeks now every day.
Barcalys you are an absolute disgrace to the banking industry. I work in finance and if my company behaved in the way that you do with me and probably many others we would be stripped of our consumer credit license.
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★☆☆☆☆
“What A Disgrace”
Written on: 20/11/2012
They are incompetent. They lie to get you off the phone. Promised return calls never happen. They transfer you from dept. to dept and they take at least 25 mins to answer the phone. What a bloody shower. The new chairman declared on taking up the post,that he wanted Barclays to be the go to bank. I would run as far away as possible. Go to anyone else but not this shower of useless lying incompetents. (read more)
★☆☆☆☆
“Woolwich Mortgages”
Written on: 16/11/2012
They are completely shocking... Told it would take about 10 working days for all elements to work through. Spent 4 hours doing the application in branch, told it was going to take 2. They made a mistake on it and told me a day later, they then took 5 days to say that actually there was no mistake and it would be submitted right away, after much chasing it got submitted two days later. We were told that the underwriter would take up to 5 working days maximum to review, its been 5 days... (read more)
★☆☆☆☆
“Never phone you back”
Written on: 29/10/2012 by Cookie1971 (1 review written)
I am totally disgusted by the way the woolwich treat their customers. Being an existing woolwich mortgage customer and banking with Barclays as a premier customer there is total lack of customer service. Infact I would go as far to say there is no service at all. Having chose the apartment and having cash buyers for our house we went to Barclays 5 weeks ago and still they keep saying our application is at the under writers. 1 week ago we were told it would take 48 hrs for a decision. 3... (read more)
Scream's Response to Cookie1971's Review
Written on: 31/10/2012
Can you please let me know if you have any success as we are selling a property to people that are using woolwich as the mortgage and its a total nightmare 3 months in we are still waiting for the mortgage offer and the solicitors are pretty useless
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Sarah_'s Response to Cookie1971's Review
Written on: 03/11/2012
this is exactly what's been happening with our mortgage application, absolutely ridiculous!
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Tomprice_521's Response to Cookie1971's Review
Written on: 06/11/2012
I agree, our advisor told us 5-7 working days, then said another 3 days, then i phoned the woolwich mortgage centre and they said it had been seen by an underwriter and passed on to a senior underwriter, who would look at it guaranteed within 48 hours.
48 hours later they've told me a minimum of 3 working days. It's absolutely horrific customer service. I only hope the application got through otherwise all the stress will have been for nothing
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Jeg1980's Response to Cookie1971's Review
Written on: 08/11/2012
We have had pretty much the same situation, fought hard to sell our own house then fought hard to negotiate a good price on a purchase, had an appointment 2 weeks ago to get just a top up on the mortgage that we already hold, & have held with the Woolwich for the last 7 years. To be told the case would need to go to the underwritters everytime we phone we're told the next 24 hours they will decide! I did hear though that rates have changed (GOING UP!) over the last few days on some peoples applications & I think thats why they are dragging their heels as aparently until it's all gone through they have to power not to give you the original deal you were given in your 1st appointments! Whatever the reason it's tough at there at the moment & they need to realise unless something changes there will be a lot of customers looking else where for a mortgage...including us! Lets hope they hurry up with our applications & the last few weeks aren't a complete write off!
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★☆☆☆☆
“Poor customer service”
Written on: 17/09/2012
We have just had our mortgage arranged through Woolwich (Barclays). We have also in the process of having a re-mortgage. The whole process has been a nightmare from start to finish. The call centre has been traumatizing experience. Documents have been lost. My passport copy & our tax documents have had to be re-faxed on their request. We have had to wait a minimum of 9 working days in between every decision, including checking faxes! The mortgage offer to date is 4 days over the 9... (read more)
★☆☆☆☆
“Advisor review ”
Written on: 06/09/2012
I'm very unhappy with the service I received at Barclays Putney by Amanda Sines. She wasn't able to help us even though we are current Woolwich customers and wasn't able to look at case on individual matter. Being a trusty client and never failed any payments and kept all our savings in Barclays. She was unhelpful and rude and not understanding. Basically not able to help. This is not advise in my opinion. I was happy with Woolwich but now very unhappy and want to change my mortgage provider. (read more)
★☆☆☆☆
“Avoid at all costs! ”
Written on: 25/08/2012
We went to the Woolwich through an Independent Financial Advisor. My husband is self employed & we were hoping to get a mortgage to move house. We passed the intial 'affordability & credit' checks however were then asked to do a full application to prove our income. 4 weeks later & we were no where. Even our IFA was in despair as they kept asking for forms from the Inland Revenue which weren't available. They had all the information they needed from our accountants who explained everything... (read more)
★☆☆☆☆
“Your mortage call centre is a disgrace to Barclays”
Written on: 22/08/2012
Unfortunately I have 3 mortgages with Standard Life Bank, this business has been bought by Barclays ( The Woolwich ).Since the transfer I have had great difficulty contacting their customer services. You can spend hours trying to speak to the standard life transfer help line, I believe I am talking to a call centre in India, unfortunately the staff do not seem to be well trained and it's a real struggle to get queries answered satisfactorily and I have found that they will say that is not... (read more)
I_Miss_Standard_Life's Comment
Written on: 07/09/2012
That rings true for me. 20 minutes today just to have confirmed the obvious: Woolwich/Barclays have failed to transfer my offset mortgage from Standard Life correctly.
The money in my offset account is not linked to the mortgage and the offset effect is lost. Will be fixed next week apparently. Aye, right. We'll see.
Oh, and by the way, expect to be asked some outlandish "security" questions such as the amount you mortgage was originally for. More than 15 years ago, I might have known that. I'm certain Barclays don't know it either....
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★☆☆☆☆
“AVOID WOOLICH AT ALL COST!!!”
Written on: 21/08/2012
I have recently made the mistake of going with Woolich for my new mortgage. Sure, rates are 'competitive' (though not the cheapest), but the service you get is so appalling that it's not worth all the delays and hassle! Remember, time is money! We started the application end of May, 3 months on we're still not in a position to work out exchange/completion dates. Woolich basically has a "9 working day turnaround" to "look" at anything you send them but I'm not sure why they even tell their... (read more)
★☆☆☆☆
“The most appalling customer service...EVER!”
Written on: 16/08/2012 by CrazyMAd (1 review written)
Unbelievably bad customer service from the helpdesk in India. My husband and I must have rung more than 20 times over a period of 4 days, they had made a spelling error on our mortgage offer which meant they had to send us an amended offer, they said it would take 48 hrs but it took twice that and then only because we chased relentlessly. The call centre advisors tell you anything to get you off the phone and lie repeatedly. Trying to make a complaint is met with incredulity and more lies,... (read more)
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Showing 31 - 40 of 103 Reviews
★★☆☆☆
“The Independent Financial Adviser View”
Written on: 14/08/2012 by IFABroker (2 reviews written)
I have been a mortgage broker for 20 years and I have never dealt with a lender which causes such a waste of my time. This lender has employees who try to help you by giving you another number to ring to get rid of the call. Their application systems are the most complicated in the industry, having to use 3 separate log ons to process a case. Documents sent electronically do not appear on the case for days, meanwhile they keep asking for them when you ring. It is very like dealing with 3 or... (read more)
★☆☆☆☆
“Great to start with, then forget it!”
Written on: 13/08/2012 by Pkear (1 review written)
I took up a mortgage with the Woolwich with no problems and was pleased with the help etc they gave me. However, once you are an existing mortgage holder, BEWARE, from now on you are at the mercy of the Indian call centre. It takes at least 4 calls to get anything done and then is VERY slow at being processed. Forget asking for any information, they have a very limited knowledge of the systems. They say they will call you back and don't and 2-3 working days to get things processed in takes... (read more)
★☆☆☆☆
“Barclay & Woolwich, rename them Barking & Woolie”
Written on: 21/07/2012
Barclays Bank it has to be said, should be renamed Barking instead, It is a shambles and a travesty It is inconceivably bad says me. incredibly slow, inconsistent too indeterminately vague, oh believe it tis true and just as you think they can see the light you are cast into darkness and back to the fight Barking their best, incredible vague it is worse than dealing with the bubonic plague, Unseen problems increasingly hard to call them and find out what is on their card They hide the... (read more)
★☆☆☆☆
“Woolich is not sending my offer to my solicitors...”
Written on: 16/07/2012
I have received mortgage offer from Woolich one month ago, but they are not sending copy of the offer to my solicitors, the reason being is they want I use their solicitor. But their solicitors did not contact me as well, so I completely don't know what's going one. Do they have any right to act so? Can anyone advise please. (read more)
Guest's Comment
Written on: 19/07/2012
Talk to the financial ombudsman about their poor service and they will sort you out quick enough when that letter lands on their desk. But you may be quicker sorting out a completely different mortgage as the bank is dreadful and linked to Barclays.
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★☆☆☆☆
“The worst service I have recieved anywhere. Abysmal. ”
Written on: 11/07/2012
How this company exists is a mystery to me. My mortgage offer was sent on June 6th but with errors in the address, made at their end. This was returned by my solicitor that day with amendments. TWO WEEKS later a response was sent by post after chasing stating that 'further details from Land Registry required'. This was sent by fax and email by my solicitor more than once. Further chasing in following days and promises from their polite but wholly useless call centre that a reissued offer... (read more)
★☆☆☆☆
“Disgusting.......... their own staff are embarrassed.”
Written on: 05/07/2012 by bradders55
Trying to port my mortgage from one property to another, simple enough, and take out a buy to let with woolwich on the premise keeping every thing in house would ease the pain. Oh my goodness, how wrong I was. They do not answer the phones, they do not tell you anything, they do not help you and it leaves you having to go to the bank and try to sort things out with their staff. They are friendly enough but are embarrassed as they cannot contact the department dealing with buy to let... (read more)
★☆☆☆☆
“Much slower processing then they would like you to...”
Written on: 30/06/2012 by fjsinc (1 review written)
It took us 6 weeks from initial application to offer. I know times are tough, and there are only a handful of lenders that are actually lending (the rest are just pretending by the looks of it). But this was so slow and nerve-wracking, and DOUBLE the time they told us it would take. A little honestly wouldn't have gone amiss. (read more)
★☆☆☆☆
“So Slow Woolwich”
Written on: 24/06/2012
We already have a mortgage with Woolwich and are in the process of buying and selling and are using a broker for our application. We have never defaulted on any payments,Mortgage or otherwise and yet we feel that the 12 labours of Hercules would be easier to complete. It has been a month since our application which has not moved on because we are still dealing with queries that are doled out piece-meal. There are just three of us in a chain and we are terrified that we will lose not only... (read more)
★☆☆☆☆
“Withdraw fee”
Written on: 22/06/2012
I applied for a mortgage with Woolwich and despite beeing guaranteed to receive an offer in 4 weeks at the leatest, after 3 weeeks the case was still in queue for review from them and no survey was instructed. So I requested the application to be cancelled.....and what they did????? They charged 150.00£ as application fee (read more)
★☆☆☆☆
“Do not use Woolwich”
Written on: 25/05/2012
An absolute joke of a company. Have now cancelled my application after countless to and fro asking for more details. For example, I sent proof of earnings in mid March but as this was not processed until April, they questioned why I had no proof of March earnings. I told them I hadn't been paid for March when I sent it! Also took fees without any warning meaning I want overdrawn. Quick to take the funds but not so quick repaying. Apparently the refund was not "actioned" so have to wait... (read more)
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Showing 41 - 50 of 103 Reviews
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Mazley's Comment
Written on: 28/05/2013
I agree with everything you say they are appalling!! I We have been with Standard Life happily for 18 years and were forced onto Woolwich/Barclays, we had no choice. We are due to finish our mortgage next year and Barclays/Woolwich are charging us and extra £1000+ due to the different way they calculate interest! It is now going to the Financial ombudsman, they have now send me 3 different monthly payments, the call centre is absolutely dire, dreadful, dont know what they are doing. The complaint has now gone to the chief executives office and the response is still the same. I will update when we have a response from the financial Ombudsman.