I have had an absolutely awful experience, our remortgage through Sequence at Swetenhams was an ordeal. Our application for remortgage was incorrectly submitted leading to almost two thousand pounds of early repayment charges being applied erroneously. After nine hours of phone calls, countless emails and over three weeks of waiting I have managed to resolve the issue myself. I submitted a formal complaint but no responsibility for the mishandling of our remortgage my distress and inconvenience has been taken, the blame is being placed on the lenders and solicitors. The lenders and solicitors advised me that they acted on the documentation provided and requested by the advisor from Swetenhams - but I have been informed by Swetenhams I will have to approach the ombudsman for any further action to be taken. I was also advised by the solicitors that a copy of the completion document was sent to our advisor prior to completion to be checked - so even at this stage the mistake could have been resolved with the proper care and attention.
This ordeal has been incredibly stressful and exhausting, I have a very young baby and have had to ask my childcare bubble to provide care to give me the time needed to sort out all the complications I was left with after this remortgage process.
6 weeks ago