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Gemma

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Review of the Newbury Building Society, Mortgages:

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Due to remortgage. Very unhelpful.

We were due to remortgage. We weren’t promoted very far in advance and only received letters after already contacting Newbury ourselves. The phone hours are not very accessible for people who have full time jobs which makes this difficult. After finally obtaining a quote to renew our mortgage with Newbury (which would have been our preference) we were told there was no way they could produce a value anywhere near what we was currently paying nor anywhere near what other lenders were offering. Therefore we have had to leave and obtain a mortgage elsewhere. The lady on the phone was extremely unhelpful. How bad the service was had not been apparent to me until dealing with a new lender who has already communicated more with me than Newbury did over the 3 years we held a mortgage with them. Reviewed on: 17th May 2021

Reply from Newbury Building Society Hi Gemma - we are sorry to hear this and it is not the level of service we strive to provide - we have processes in place to contact mortgage customers and would like to investigate what went wrong in this instance - thank you for taking the time to let us know. Response date: 20th May 2021

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