Thanks for taking time to provide this feedback. It is only by doing so, can we review what has gone so wrong and make all necessary changes. I have undertaken a detailed review into what happened here. On the date of application you did meet the lender’s ex-pat criteria. As you know, the provider then changed their ex pat offering and declined the case. Instead of immediately re-submitting the application to a new ex pat lender, we went through a lengthy appeals process to have the decline overturned as to us it seemed unfair given you met criteria on application. The wait for you and us, I agree was far too long and it is understandable you became so frustrated. The mortgage was eventually offered by a new lender but as you say months later. We normally obtain an offer within 15 – 20 business days of receiving all your documents and your case was exceptional. I sincerely appreciate, we have clearly failed you. We will in future, not pursue appeals against a lender for so long and I promise, we will learn from your experience. David Rostron, Business Manager
