Specialist lender Mortgage Express makes its debut in Bungle Busters with what it puts down to a “human error” processing an application from an IFA.
Peter Cooke from Warwickshire IFA Howell Cooke Financial Services says he spoke to a Mortgage Express call centre representative who told him they could accept an application for a buy-to-let mortgage on a property being converted into nine dwellings.
But he says six weeks after the call, while Mortgage Express was processing his client's written application, he was told they could only do a buy-to-let mortgage for conversions for up to four flats.
Cooke says: “I have had huge problems with Mortgage Express which has wasted my time and I will now have to start from scratch again with ano-ther lender.”
Mortgage Express head of business development Tim Sturley says: “He is right that we did make a mistake but our files show it was only nine to 10 days after receiving the application that we informed him that we could not do it. We are trying to find out exactly when he first phoned us to check what he was told at that point.
“We have sent a written apology and refunded the £450 fee. This is not a service issue, it is a human error.”