Free legal services provider Breezeplus+ Legal Solutions has launched a new initiative to tackle broker criticism of long delays and poor communication from the firm.
Brokers have contacted Mortgage Strategy to say they have been increasingly struggling to contact Breezeplus on remortgage cases featuring free legals.
Some say they have been waiting on the telephone to the firm for several hours to no avail, and send emails that are unanswered.
Breezeplus is used by lenders including Nationwide, Leeds Building Society, TSB, HSBC, Santander and Metro Bank.
Coreco director Andrew Montlake says: “We’ve had people hanging on the phone for literally an hour and a half before being cut off.
“We’ve had a client that was meant to complete but didn’t, which cost them more in interest. It’s just something we can’t recommend to clients, to take a free legal option, because in the end it can end up costing them time and money.”
Speaking to Mortgage Strategy, Breezeplus parent company Breeze & Wyles Solicitors chief executive Brendan O’Brien says the delays are down to pressure on the firm’s telephone system due to high remortgage business volumes.
He says: “The situation in the market is clear. We have been busy. This has had a temporary impact on our telephone and our communications, that is not in dispute.”
But now Breezeplus has launched a broker engagement programme to hear intermediaries’ concerns and streamline its service to them.
The programme is open to brokers with five or more remortgage cases and aims to give updates on these cases quickly and efficiently.
The scheme is designed to ease pressure on the firm’s telephone systems.
O’Brien says the firm installed a new telephone system in February, though it had installation glitches.
He adds: “My message is: bear with us. We want to place you [brokers] at the centre of everything that we do. If brokers have issues I really want them to join the broker engagement programme because I know the value that the brokers that have joined thus far have seen.”