I had a highly disappointing experience with Platform during the redemption of my mortgage. After making a complete payment via CHAPS on January 30, 2024,... I had a highly disappointing experience with Platform during the redemption of my mortgage. After making a complete payment via CHAPS on January 30, 2024, to close out my mortgage, the lack of communication from Platform was astounding. Despite my proactive steps, including promptly mailing the necessary redemption documents, there was no acknowledgment of the payment, and shockingly, they continued to collect the monthly interest via direct debit. What followed was a series of frustrating attempts to resolve the issue. I reached out to customer service multiple times, only to be met with long wait times and disconnections, amounting to nearly three hours of wasted effort without any resolution. My complaint, formally lodged on February 15, 2024, has been dragging without progress, leading to further direct debits which I had to indemnify through the Direct Debit Guarantee due to their inaction. It's been over eight weeks since my initial complaint, and despite the time elapsed, Platform has neither rectified the error nor offered any form of compensation for the inconvenience and financial strain caused. Their handling of this matter reflects poorly on their customer service and account management systems. To anyone considering Platform for their mortgage needs, I would advise caution. The lack of effective communication and resolution capabilities significantly marred what should have been a straightforward process. I am now compelled to escalate this to the Financial Ombudsman Service to seek a resolution, a step I hoped would be unnecessary Read more Read less

I have had the experience from hell. Been in the process of selling my home and buting another.in tied into platform. My first purchase fell... I have had the experience from hell. Been in the process of selling my home and buting another.in tied into platform. My first purchase fell through. The mortgage offer took 8 weeks. Thry also booked the wrong survey initially so that was held up too. And now I’ve offered on a new property they’ve not arranged a survey uet, 3 weeks waiting. Don’t know why it’s taking so long, they outsource it anyway, their incomhas made me unwell. It’s affecting my mental health and General wellbeing. In no the phone everyday. It’s been horrendous. DO NOT use them Read more Read less

Selling a B2L property on mortgage to this outfit who are not fit for purpose. They pass your details to another outfit called Mortgage Support... Selling a B2L property on mortgage to this outfit who are not fit for purpose. They pass your details to another outfit called Mortgage Support (Henry) utter useless as well and only interested in adding as many rip off fees to your account .Told them property going through with solicitors for completion of sale and Do Not Muddy the waters and let the sale Complete. Told Henry my mortgage is with platform home loans Ltd and Not Mortgage Support, he was not interested only interested in how my credit file will be affected and arrears have to be cleared, this guy is clueless and needs re training having no idea of the sales process and what will be required. Avoid Platform Home Loans Ltd for a mortgage or you will live to regret it Read more Read less

Impossible to get hold even for the simplest of transaction/ information just put on hold perpetually! If you apply for a mortgage with this company... Impossible to get hold even for the simplest of transaction/ information just put on hold perpetually! If you apply for a mortgage with this company you will bitterly regret it! You have been warned! Read more Read less

Need to discuss important issue with my mortgages. Tried to call last week and waited 3 hours and 20 minutes before my phone ran out... Need to discuss important issue with my mortgages. Tried to call last week and waited 3 hours and 20 minutes before my phone ran out of battery, tried again today (1 hour 50 minutes) didn't get through. Told via Co-Op Facebook messenger they are too busy and try again Monday (I cannot waste another 3 Hours) How can it be this difficult to call and speak to someone, I have been a customer for many years. You cannot email them an enquiry but you can email a complaint!!! Read more Read less

I am currently dealing with the estate of a family member who had a mortgage with Platform and have found their manner astonishingly poor at... I am currently dealing with the estate of a family member who had a mortgage with Platform and have found their manner astonishingly poor at dealing with the bereaved. An interim death certificate has been issued by the coroner’s court in the body of an email so that was forwarded to platform via a solicitor in early January. We are now in March. Still getting letters addressed to my family member at his address so on phoning get told I have to have a phone meeting with the bereavement team and that is a week away. The appointment comes and the cold manner I was dealt with has left my family v upset. I was a bank manager dealing in trusts and estates for 31 years and am shocked that a bereavement team deal with people in this way. I was told to market the property now despite there are 22 weeks delay with getting letters of administration- a government department delay not ours. The property cannot be marketed in its condition and has no functioning bathroom and a smell that no one would want to move into hence why it needs full redecoration. This can all be done by family in the time of the delays. I was then advised that I will incur charges for any delays and they could repossess the property. So we are in limbo. We cannot make good the property just for it to be repossessed. And as for delays? Platform are delaying registering an interim death certificate despite it coming from a solicitor via the coroner’s court. The delay in LOA a government department delay not ours. So thanks Platform for another sleepless night. Train your staff to deal with the bereaved properly. I dread to think how I would feel if this was my wife/husbands or parents estate I was dealing with. Read more Read less

Called to amend details waited over and hour, not helpful

Platform have had two months notice, and yet my new mortgage provider's solicitor simply can't get a redemption statement from them. Now we are likely... Platform have had two months notice, and yet my new mortgage provider's solicitor simply can't get a redemption statement from them. Now we are likely to miss the exchange date. It's starting to feel like a deliberate attempt to charge me a high variable interest rate. Just one more in a long line of shocking interactions with Platform/Co-op. I've contacted the financial ombudsman - advise all other Platform customers to do the same. Read more Read less

Given incorrect information at time of purchase about amending payment dates, only option to call and wait 20-60 minutes to speak to someone as no... Given incorrect information at time of purchase about amending payment dates, only option to call and wait 20-60 minutes to speak to someone as no email addresses on the website, unable to create an online account for mortgage only and staff leave you the incorrect contact numbers to contact them back on when they leave a message Read more Read less