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Laura Lou

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Review of the NatWest, Fixed Rate Mortgage:

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Horrendous experience, changed the charges midterm

We met a mortgage advisor who, amongst other things, suggested we consider a permission to let letter to fit our circumstances. She explained that this incurs a one off fee and would last the duration of our 5 year fixed term. She helped us to compare this to other options and it was, not by a great amount, the best financial option. We were also looking at other companies but with the permission to let offer Natwest was fractionally cheaper so we went with it. Less than one year into our 5 year fix we received a letter advising they were changing their permission to let and now want £120 per year to maintain it. We complained explaining that whilst we were happy to take this into consideration after the fixed term it isn't fair to fix us into a deal that they change to ask for more money from when we are already fixed in. The whole complaint process was a fiasco, they arranged appointments that when we had them they said weren't the right one so they couldn't help, they failed to contact us at arranged times and the whole process was laborious and complex. At the end they, surprise surprise, didn't uphold our complaint and want their first extra payment this month...alongside our mortgage repayment and having already paid for the letter on the first place. It's been incredibly stressful as I was heavily pregnant when having to deal with it originally and now we have a newborn and a demand for £120 that we never even signed up for. Absolutely disgusted with their service and will never go with them again. Reviewed on: 6th February 2020

Review of the Towergate, Insurance Broker:

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Awful company, underwrite the policy I took out and wouldn't pay up

I took a worldwide insurance policy out to cover a trip to Mexico. We were delayed by 2 days due to weather, one day in the UK then an entire day and night stuck in Atlanta airport with no money, no support and sleeping on the floor. I got all the relevant slips to support the delay, signed by desk staff, and sent them all off when we got home as did my partner to his respective insurance. My partner got a payment almost instantly, I fought to get mine for over a year. Never got a penny, endless phonecalls, forms, emails and post and nothing. They kept saying my evidence wasn't suitable, I even rang the airline and confirmed but they wouldn't call themselves to verify just kept delaying. I gave up in the end, it wasn't worth the stress but I was still so annoyed. Reviewed on: 18th July 2019

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