View more on these topics

C&G service is so bad I will never use the lender again

Regarding Jan Bull’s recent letter (Mortgage StrategyMarch 12) regarding her experience with Cheltenham & Gloucester prompted me to add my bit to the discussion.

I have used C&G in the past and although slow, with a bit of gentle prodding it has eventually got there.

My most recent case started on the December 18 2006 when I did an AIP. I telephoned C&G on December 20 and December 28 for a reply, only to be told it had computer problems. In the end the AIP was passed on January 3.

After collecting all the relevant documents and information from the clients I hand-delivered the full application to my local office on January 10.

I received little or no communication from C&G except two emails, the first acknowledging receipt of the application and explaining that it had high volumes of business, and the second dated the January 26 which said because of continuing high volumes of business could I please avoid ringing for updates.

Out of exasperation I contacted C&G on February 5 and was informed a decision would be made on February 9. By midday on the February 9 there had been a deafening silence so I rang the local office but nobody would answer the phone.

I rang my BDM and had to leave a message on her mobile. Eventually at 4 pm out of desperation I sent a fax to the office manager pleading for a reply. They eventually responded that night to say an offer was being made and this finally came through on February 17.

All through this process I had kept my clients fully informed of proceedings but at times I had been dreading any phone calls from them.

I have subsequently spoken to my clients to get the matter moved along to completion but, to add insult to injury, they informed me that from February 17 it took a further two weeks for the solicitor (this was a fees-free re-mortgage) to contact them.

Even though C&G has conspired to run this remortgage off the tracks I am still hopeful to have it completed by the end of this month.

I now have a large note attached to my C&G file which reads: ‘never, never, never use C&G again – the service levels and communication are abysmal.’

George Charlton
Newcastle upon Tyne
By email


West Brom appoints head of branches

West Bromwich has appointed Phil Ryan as head of its 48-branch network.Ryan has been national sales manager with West Brom since last June and previously worked for Lloyds TSB for 25 years in a number of roles from taking responsibility for branches to commercial banking and the running of a virtual franchise. David Johnston, divisional […]

Promise launch automated underwriting solution

Promise Finance has launched Promise Solutions Network, an underwriting solution specifically aimed at the mortgage intermediary market. It features Promise Quote, an automated online underwriting system with integrated credit search.Steve Walker, managing director at Promise Finance, says: “Whilst there are many other features and benefits yet to be added, we’re introducing this service to the […]

Optoma offers free valuations and legals for DB

Optoma is to release exclusives with free valuations and free legals on the DB Mortgages product range.The new incentives are released alongside reduced rates for members of the Intrinsic Network. Chris Smith, new business manager at Optoma, says: “Optoma is delighted with the continued development of our relationship with DB Mortgages which goes from strength […]

PMS to bring regulation roadshow to Belfast

Premier Mortgage Service has revealed it will be hosting another Northern Ireland roadshow to help promote regulation in the province.The Financial Services Authority, Association of Mortgage Intermediaries and Society of Mortgage Professionals have all agreed to present and discuss a number of topical issues with intermediaries from all over the country.The event is to be […]


News and expert analysis straight to your inbox

Sign up