Hampton International Mortgages has accused Nationwide of not being interested in intermediary business after having service problems with its remortgage team.
Broker Jonathan Cornell says it is taking Nationwide's team two to three weeks to look at an application and a further two to three weeks to produce a valuation. He says phone calls and emails are often not returned.
Nationwide media relations manager Jennifer Williams says this is a busy time of the year and the company's products are popular with brokers but she realises that service levels have fallen below the high standard that Nationwide aims for. She says: “The level of service to brokers is extre-mely important to us and we are very keen to ensure that we deliver a high standard at all times.”
Cornell says: “Being busy is understandable but not ret-urning calls and emails until a member of senior management is involved is just rude. I guess they are not interested in intermediary business.”