Ian Crampton, sales director at Ferndown, said he had submitted five complaints from customers to MEX since the beginning of the year as a result of the poor service – more than any other lender he deals with.
register for the next forum
He claimed the turnaround time on paperwork was ‘awful’ at 21 days, and there was a lack of ownership of responsibility.
Crampton said: “The customer service staff delay and are so obnoxious to you on the phone. I know they are under deadlines, but some things are vital and they don’t prioritise.”
He highlighted one case where his client had come to the end of their deal with MEX and wished to remortgage with it and take out an extra £14,000. However, he was told that this would incur a £1,000 fee, while a new customer would not incur any fee, and a request for it to be waived was turned down.
get the daily news delivered to your inbox
Crampton added: “It took four weeks to get the paperwork out and the client was on the standard variable rate for that time, yet it won’t back date my client’s payments.”
Gus Park, director of intermediary sales at MEX, said: “We are very concerned that the broker has experienced issues with our service and apologise for any inconvenience caused.
“We have experienced some backlogs in recent weeks due to a sudden influx of fixed rate business. However, we immediately put additional resources in place and have now succeeded in reducing application turnaround times. We are confident we are well on our way to restoring our normal high service standards.”
