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Breezeplus tackles broker service criticisms with new initiative

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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.”

Brokers who want to be on the programme should email Brendan.obrien@breezeplus.co.uk, paul.williams@breezeplus.co.uk or peter.jones@breezeplus.co.uk.

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Comments
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  • Surinder Beghal 11th July 2017 at 10:01 am

    This firm is one of the worst around. They tell you they are on top of everything but instead haven’t even started looking at your case and delay it.! It’s just disgusting! We should be able to sue these kind of companys for wasting our time!

  • Anthony 15th June 2017 at 9:09 pm

    Has anybody seen the trustpilot reviews about this firm? It is a scandal.

  • Karen Guler 19th May 2017 at 7:36 pm

    This firm have had very poor service for months and months so you really can’t fob us off by saying you have been inundated with high work volumes. The solution offered is going to work at all. I would rather our lenders offer a Cashback so we can use a different firm if solicitors that don’t have these issues.

  • Ian bennett 19th May 2017 at 4:50 pm

    This is a professionally offensive statement and course of action by Breeze, they have not been fit for purpose for many months, not just recently!!! I agree with the other poster, they feel the best course of action is not to reply to clients or advisers and hope the ‘problem’ goes away. My opinion is, they should cease to accept new instructions until they have a process that functions in a modern day fit for purchase manner, where they have respect for all members of the food chain.

  • Stuart Duncan 19th May 2017 at 12:30 pm

    That is not really good enough Brendan.

    I have found that there is no response to letters or emails for several weeks on some occasions.

    Your firm has too much work and should be turning it down until this is resolved.