Abbey experience shows importance of MS campaign
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I completely support Mortgage Strategy’s Define Advice campaign. I recently sat with a client who had been confused by Abbey when trying to obtain further borrowing for home improvements.
With the client’s permission we had the phone on speaker so I could listen to what was being said and it was amazing.
The call took 40 minutes and despite the client describing what she required from the start, she was first offered Abbey’s Zero account, which she declined, and was then read a series of scripts designed to establish her needs.
When the client reiterated her requirements she was read out another five pages of scripts. The person on the phone even joked at one point that there were “just another three sides of A4 to get through”.
Even I lost a grip on what was being said on the phone. We gave up and just requested the paperwork be sent, and I would look over it for my client.
Customer service in this country is a joke and having a regular adviser or mortgage broker is probably one of the only areas where such a thing exists, and it’s important.
It should be considered a breach of the ’fair and not misleading’ principle to suggest that a client is speaking to an adviser and receiving advice from the lender.
SAM COX
MORTGAGE CONSULTANT
WHICHERS IFA
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