OK but disappointed with product choice and service
3
They did well to meet my tight deadline, but unimpressed with the initial setup of the mortgage. I applied online for a remortgage but was forced to use "advice" (that I didn't want) because I was staircasing (buying out 100% of shared ownership). This seems a bit ridiculous - as on completion it becomes a standard mortgage, but I jumped through the hoops to get the appointments etc. Only positive is that it seems to have gone into a faster underwriting queue by going direct vs. on the website, but still wasted a lot of my time.
Most unimpressed about lack of 10 year product when I applied last year - I would've taken this at any reasonable rate, but there was none at all - only 2, 3 or 5. I have a 5 year product, but when this runs out I'll now have to pay significantly more (every man and his dog could see interest rates were at record lows early last year and only going one way).
Funnily enough now returns are so much higher for them, 10 year products are available from them and FD, which leaves a sour taste in my mouth.
Also not easy to see my indexed valuation, although you can calculate it (balance divided by estimated LTV) but have to start a new product transfer application to do that.
Reviewed on: 17th June 2023
Need to improve their app & website, but strong overall
5
Communication is largely good, but the website is still quite clunky (no option to temporarily 'reserve' loan parts (e.g. like a concert - 10 mins to complete payment before they are released), have to click into each loan to see updates).
Borrowers frequently extend, but that is the nature of the product.
App is even worse than the website - constantly logs me out, single sign on doesn't work with iphone, have given up and use their website.
Returns however are very good and IFISA process was efficient so will continue to use them
Reviewed on: 17th June 2023
Staff on their messaging service keep closing chats immediately (despite taking hours to reply), don't answer the question and then my complaint still hasn't been dealt with - it was a relatively simple matter so I'm not sure why 1: the initial 3 staff members couldn't resolve it or 2: complaints couldn't sort it out already. Phone service is not good, long hold times so gave up on trying to use that.
Reviewed on: 17th June 2023
Good account with "extras" being provided (e.g. club lloyds monthly saver 6.25%). I have very high (unused) limits with them so use the account well and they'll trust you with more credit.
Reviewed on: 17th June 2023
Copy and paste reply to complaints compounds their general poor service anyway. With only c.20% of people qualify despite us being valid members - so not possibly fair - will avoid them from now on.
Reviewed on: 17th June 2023
Card is reasonable - average credit limit (even though their sister brand ‘Aqua’ upped my limit). Promotions are good. Sign up promotion was a mess had to keep chasing them due to ‘system issues’. A follow up promotion (spend £30 get £5) worked well. If they have better IT, allow you to request manual credit limit increase and continue to offer promos, hopefully will get a better rating next year.
Reviewed on: 9th March 2022
