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I cannot treat my clients fairly using Woolwich

I am trying to complete a remortgage application for two clients with Woolwich.

The phone line for booking funds does not open until 11am so on Tuesday last week I rang it at exactly 11am and was left on hold for 35 minutes, only to be told that funds for the day had gone within six minutes of lines opening.

The next day I rang again, this time at 10.42 am, but after spending 39 minutes on hold I was told all the funds had gone within 11 minutes of lines opening. The following day I rang at 10.40am and after 68 minutes was again told all funds had gone within 11 minutes of lines opening.

I’d like to know how much Woolwich it is making on these phone calls. Will it be offering brokers refunds? We are told to call and book funds before submitting applications but when we do this we’re told there are no funds.

All firms regulated by the FSA are told to treat their customers fairly and I’m trying to do this, but as a result of Woolwich’s system I am not able to.

Name & address supplied

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