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joan hamer

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Review of the Family Building Society, Mortgages:

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re-mortgage

I have been with the company for 10yrs and I contacted yourselves re a re-mortgage. A lot of paperwork sent back and too. We signed and sent all paperwork as requested but you emailed me to say that the pension provider form showing I would be entitled to part of my husband's pension should he pass away had not been sent. I did send the form but had to request another one from them. All the paperwork was sent beginning of December and I waited for a response but didn't hear from you. I ccontacted you in January to be told that you were waiting for signed paperwork from me. You sent a letter requesting 2 forms to be signed and returned. Problem was that you only sent 1 form which I returned. Consequently you sent another form which was returned. I was annoyed that you lost paperwork on 2 occasions which incurred a delay in finalising the remortgage. There was no apology - obviously blaming me. I did send an email to the person dealing with it but got a less than satisfactory reply. The call centre staff are very pleasant and helpful. Reviewed on: 29th January 2021

Reply from Family Building Society Dear Joan Thank you for your review and feedback. I’m sorry to hear about your experience with us, however one of our service team will be in touch with you. Should you require any assistance in the meantime, please call our Family Service Team on 03330 140146. Thank you Response date: 2nd February 2021

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