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Review of the Santander, Mortgage:

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Stressful and Delayed Mortgage Process!!

Took 7 weeks to complete my mortgage application. It took one week for them to book me an appointment with a Mortgage Advisor. Then it took another 2 weeks as they kept asking for more and more documentation. Each time I would submit a document, it went back in the queue to be reviewed by their validation team. Then my application goes to the Head Office for further checks. This takes another 2 weeks (and every time I called for an update they would say they cannot escalate as they cannot contact the Head Office). Then the Head Office asks for additional documents! I submit the documents immediately and it of course goes back into the queue to be validated. Finally my application goes to the underwriters, I call continuously, speaking to the sales department, my mortgage advisor and then the complaints department, literally pestering them until they progress the application to the next stage - that is to the Mortgage Centre that organise the valuation. The Mortgage Centre only book a valuation for 5 days later, when I call to escalate this, the process to get anything escalated itself takes 15 working hours.. My mortgage offer only comes through 2 days before completion date. Reviewed on: 8th July 2021

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