Capital Fortune pārskati

That's great feedback and your comments have been passed on to Luke Townsend.

Thanks for your comments. I can see that we submitted your application on 17 February 2016 and received a full formal mortgage offer on 15 March 2016. I am sorry you feel this was slow. We pride ourselves on securing a mortgage offer within 15-20 business days and whilst this is a real challenge, particularly for our expat clients, given numerous documents coming in from abroad, we seem to have achieved this service level for you. I am pleased Peter was helpful throughout the process and hopefully you will consider using us again.

That's great feedback - thank you!

Thanks for your recommendation and Excellent rating. Really appreciated.

Really pleased that we delivered on service and that we were able to assist based on circumstances - we pride ourselves on helping clients who do not fit standard criteria and have developed excellent relationships with many Lenders enabling us to assist clients with complex cases. Feedback really appreciated and glad we were able to assist

Great feedback and glad we helped you secure the home you wanted. Regards Capital Fortune

Many thanks for the feedback - Peter will be delighted with the praise. We will look into your comments regarding the processing of your case and duplicated requests for information.

Glad to be of assistance, glad we made it happen!

That's great feedback for Peter and the team, and feedback that will be well received!! I am delighted that we were able to assist and deliver on service and indeed product for you. Any recommendations you make will be warmly received. Best Regards 

Firstly I'd like to thank you for the feedback, this is crucial to help improve the customer experience.

Looking at the notes on file I can see that we were actively chasing the Lender with regards to your application and doing all we could to move the case along in a timely fashion. Our failure here was keeping you in the loop; as a business we should always be proactive in keeping clients informed and should always respond to messages in a timely fashion. 

I have shared your comments with our team this morning in order to highlight the expectations of the business around customer service and great customer outcomes.

Regards 

Capital Fortune

We listen to all feedback from our customers as it's helps us refine our processes and improve the overall experience for future customers. The positive message is that again we successfully help find the right mortgage based on your specific needs and circumstances.

We strive to get things right day one and where possible ask clients to send in all documents together, thus keeping postage costs down, this is especially important for Expats - we understand that further document requests can seem laborious however some applications for many different reasons can take time meaning documentation can expire, in such circumstances Lenders often will require more recent bank statements and identification documents.

No customer should experience issues around lack of contact and replies to email. We have group email accounts to specifically avoid such circumstances and we encourage all clients to use these where possible. I will also look into the contact issue around the lack of replies to your call back requests.

Again thank you for taking the time to provide feedback and glad we could be of assistance.