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 pleased to see Jason was a good help to you during your remortgage but sorry to hear you ended up with the figures not matching up, which caused you shock and stress right at the end of the process.
Our advisers normally go through any associated costs with you to ensure that you have sufficient funds to complete your transaction and generally have to rely on the figures provided by customers as the starting point for any calculations subsequently made as they can rarely access this information directly from the lender.
It is rare that a miscalculation occurs and to mitigate this advisers provide illustrations to customers prior to applying to make sure they are happy with the figures being quoted and therefore applied for, along with a suitability report confirming their recommendations and the reasons for them shortly after applying, even so, there are sometimes still shortfalls or surplus funds at the point of completion.
Once again, thank you your feedback, we will take it on board and use it to improve our service.
Kind regards
Chris
Operations Manager
