Jonathan Barnett, of All Mortgage Matters, claimed that he submitted an application which was ‘lost in the system’. Upon entering his details for the application, he received a reference number but when it came to tracking it, he was unable to.
He claimed that calling RBS did not solve any problems as his application was unable to be traced, and the only way for him to follow it up efficiently would be to contact a business development manager, who are reportedly hard to contact.
Barnett said: “I have got no idea who has and hasn’t got the application, it’s absurd. The system needs to be revamped so things can be traced, and so that it features all the current products – which it currently doesn’t.
“I never seem to be able to do anything and all I am doing is a mortgage application – how many other people are having this problem? Somewhere in the system is my application.”
Graham Felstead, head of corporate accounts at RBS Intermediary Partners, commented: “The NatWest buy-to-let lifetime tracker mortgage is the only RBS Intermediary Partners product that is not available online and as such cannot be case-tracked on www.rbsip.com.
"We can send mortgage advisers e-mail updates on the progress of their NatWest lifetime tracker applications if they provide us with their e-mail address or they can call the usual phone number and get through to a member of our team by selecting option two.
"I am pleased to say that we’ve spoken to the broker about this particular application and have provided him with an up-to-date report on its progress.”
