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Not when But IF

After several attempts and many promises of “we will call you back”, I recently placed a client&#39s mortgage and savings plan with Intelligent Finance.

IF received the signed, approved in-principle application from my client on October 29.

The client&#39s entry date to his new home on November 16 grew ever closer. With four working days to go, the lack of a mortgage offer of advance was causing consternation.

It transpired that IF needed extra documentation from the client. IF had neglected to copy us correspondence to this effect. I offered faxed certified copies I had on file but was duly advised that there was no fax machine and copies were of no use.

Eventually, after speaking to an IF administration manager,a fax number was produced and faxed copies were accepted.

It transpired that my client had forwarded originals but an IF employee confessed that they had a 10-14 day backlog of unopened or unallocated mail.

Further, an IF employee confirmed that there is no system to prioritise imminent property entry dates from those cases where completion is several weeks away.

At 4.50pm the night before my client was due to complete, I phoned IF, to be comforted with the news they had faxed the lawyer the offer papers. The next morning my client called at 10am to advise his solicitor had not received the offer.

Further faxing and pleading did allow the client a very late entry to his new home.

I did like IF&#39s approach and its product has proven extremely successful – perhaps too successful with a rumoured 1,200 new mortgages a day.

I was advised my an IF member of staff that if I do have any urgent mortgage applications I should place them elsewhere.

Iain Wishart

Hurley Financial Services, Edinburgh

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