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“Utter shambles - re-mortgage process”

written by Jaxson256 on 10/01/2022

Staff are very friendly and patient but that is the only positive part of this experience. I am being asked for same information over and over and have to go through the same explanations with different staff members again and again. Because I am not using an IFA or accountant - neither of which I am legally obliged to use, Santander hides behind its policies and being totally inflexible and not willing to consider perfectly acceptable explanations about why some documents may have (very) slight discrepancies. I have spoken to at least 5 or 6 different 'relationship' managers and not all information provided to them by me was relayed by THEM to the Mortgage Advisor/Underwriter resulting in having to clarify the same thing over and over. This has wasted precious time and would have been avoided if I had been permitted to speak with the organ grinder from the outset.
I also feel that company policies are applied unfairly with individual applicants required to provide information beyond of what is reasonable and explanations and personal circumstances not even being considered before progressing an application. I can only assume that this is because Santander misguidedly believes that there is a lower risk of default from applications and tax records submitted via IFAs and accountants. Hugely frustrated about this whole process.