Shirley Chambers was excellent from start to finish in securing my mortgage. There were numerous hurdles put in her way but she got me a cracking deal. Can't recommend her highly enough.
19th Jul 2021 (9 weeks ago)
Very bad experience.
On Friday 29 April we went to Allen & Harris (A&H) to arrange the sale of our house and paid the required marketing fees. Over the weekend we changed our mind and went straight back to the branch at 10am on Monday 2 May (bank holiday) to cancel.
We were told that “as nothing had happened yet (i.e. the photographer/surveyor were not arranged), we would be entitled to a full refund”.
We spent the next 8-9 weeks trying to get our money back but were continually fobbed off with excuses and lies...the system is down…it should be paid soon…it should be in your account in a few days…it will take 3-5 working days…, none of which happened.
Despite 12-15 emails some of which were not replied to, several phone calls and visits to the branch, the delay in paying this refund just got longer and longer.
We asked for the contact details of a senior person with whom we could register a complaint but this was never provided.
On Friday 17 June we contacted Resolver, an online consumer complaints company and raised our complaint through them. They emailed our complaint to A&H customer services department in Leighton Buzzard. (At no time did the branch inform us that such a place existed.)
A member of staff from this department then started to communicate with us trying to resolve this issue by expediting the payment of our refund. This involved yet more emails and phone calls. However, even then on one occasion they did not call us back when promised.
Eventually, on 28 June (58 days after we cancelled) we at last received our refund in our account.
This whole fiasco proved to be very frustrating and stressful and if this is an example of A&H’s customer service, we are very glad that we changed our mind when we did and did not proceed with our sale.
I will be relating this whole saga to as many people as possible to highlight the way we were treated and the ridiculous delay to payment of a refund which should have been accomplished in days as originally promised, not months.
(The one star rating is simply to enable me to post this review)
1st Jul 2016 (5 years ago)