Which? Mortgage Advisers

Torturous Which Financial Services remortgage which seemed to go on forever. Marred by poor communications, unanswered emails, no personal service, requests for duplicate documents because advisors could not be bothered to read their notes, blame attributed to the holidays and people not being in work and essentially poor accountability all round. No due diligence checks on the free legals which come as part of their recommended providers service. Complete abdication of responsibility for poor service and time keeping of their lender and subsidiaries.

On complaining it gets even worse. They take 4 weeks minimum to investigate what is essentially, and ironically, an inefficient and slow customer service complaint. They then offer you a £50 take it or leave it final offer of compensation off your final fee of £200, this is after you have already given them £299 plus the lender has given them over £1200 so they have essentially been remunerated quite well whilst you have been chasing and waiting for every scrap of information. We did not receive a completion date until days before the actual completion despite repeated requests.

Finally after they ignore your requests for a phone call you phone to get involved with a second hand car sales type line of customer service where they to and fro upping your original compensation by another £50. Frankly its appalling, the person on the phone had no idea of what service recovery was or how to genuinely deal with a grievance, they also had no idea about net promotor customer service scores or how to turn a negative situation into a positive one. If you want speedy, efficient and personal remortgage advice go elsewhere.

5 weeks after filling in fact finder, send 3 credit reports, and still did not have the respect to return my calls or emails.

The agent I was using, he is absolute uselss

Really happy with the service provided. We initially tried to undertake the process ourselves but found it to be very difficult and time consuming to assess the potential lenders against the key feature we were seeking. Commissioning WHICH made the process very straightforward and streamlined.The people we spoke to were knowledgable, pleasant and prompt. Well worth the money

felt throughout application process whatever the problem Caprice would calmly explain and deal with it

if we were promised a call by a certain time it happened documents arrived on schedule

an application for a bridging loan in your 70's could be traumatic

our's was'nt..................!

I approached Which to arrange a remortgage after reading mainly positive reviews. We were looking to increase our mortgage by £65k to consolidate a second charge and some other debt. I discussed with the broker and filled out some forms he sent me breaking down our outgoings and what we wanted to consolidate.

He got back to me saying he was in touch with some relationship managers but wasnt holding out. He was actually quite communitive and told me he was waiting to hear back. A few days later I got a call from him telling me that nobody would touch us due to high levels of debt (debt we were condolidating). He told me unless I got our cc debts below £5k no lender would consider us. Suggested I call him back when I "win £100k". I'm sure many borrowers would call it a day from there. Luckily I went to another broker who clearly had better relationships with lenders and we successfully secured a remortgage with offer sent to us yesterday.

We will save approx £800 per month as a result meaning had I took advice from Which we would be down almost £10k a year.

I only wanted to borrow around a quarter of the equity on a tenanted property that I already owned. The process was more complex and lengthy than I had expected. I think that 'Which' could have made it clear from the outset that I had to use a solicitor, already on the lender's panel. Eventually Which gave me a list of approved solicitors and I insisted on obtaining alternative quotations. I had the feeling that Which were pushing me towards one solicitor who proved to be twice as expensive as the local one that I chose. She was just as helpful and efficient.

I had a mortgage advisor and when he was not available, which happened quite often, there was usually someone else that I could deal with. Replies were usually quite fast. However the whole process took nearly six months and there were several fees apart from the usual charges for searches and land registry. The surveyor; whose appointment I had no control over, also made several mistakes and could have cost me fees for unnecessary reports, like a mining survey, even though my property is not in a mining subsidence area. I also, because of him had to increase my insurance as he quoted a rebuilding cost that was higher than shown by the RICS online calculator.

Really good service, understood first time my requirements and my business. I'm really happy with the re-mortgage they have sourced for me and the speed in which it was completed.

Excellent service throughout the process

Superb service from start to finish. I would highly recommend Which? absolutely nothing to fault and exceeding all expectations. Their impartiality makes a massive difference

Helpful and efficient start to finish. Talked me through everything and chased up the solicitors for me when the mortgage deal was expiring. Would recommend to family and friends without reserve.