Thank you for your feedback, we always appreciate any information about our service and take on board comments regarding our process and procedures.
I'm glad you have used ourselves for a number of your mortgage transactions and sorry to hear that our service fell short of your expectations on the most recent occasion. It is unusual for any of our staff to not call when they say they will and even more unusual for you to have to actively chase us for information.
I would like to think this was just a one-off, I can see from your file that timescales with lender in question were extended at the specific time in question, so the process took a lot longer than normal, leading to a lot of chasing that under normal circumstances simply wouldn't have been necessary as we would have been informed much sooner and you wouldn't have been left wondering what was going on. I understand that not knowing what is going on is frustrating.
That said, we should have let you know what was going, on as much as we could have done, to manage your expectations in terms of timescales etc. at all times, and I apologise if we fell short in that regard in this instance.
We will take on board your feedback and use it to improve our service in the future, so next time your progress should be smooth.
Kind regards
Chris
Operations Manager
