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Stephen Michael Dauwalder

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Review of the Better.co.uk, Mortgage Broker:

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Avoid

Avoid Avoid Avoid Avoid Disgraceful Customer Service and Lacking Staff. Started the re-mortgage process in January and said they had a mortgage offer by beginning of March. Lender engaged Solicitor and we started due process. Solicitor kept asking Better for a Mortgage Offer. My case handler told me THREE times that the matter was in hand. This was a complete lie. We were then told in Mid May that there were issues over the lending period that they were aware of at the beginning of March but didn’t relay to us. This caused us to exceed a deadline on our existing mortgage. Their Sales Manager acted very unprofessionally and offered us a solution which would cause us to have to recalculate our mortgage payment each month over the next 7 years - ludicrous. Their Complaint Manager told us that we would be fully compensated and fully upheld our complaint. However they offered us the lowest amount on the Ombudsman’s website not reflecting the issues they have left us with for 7 years. This has caused untold stress and worry. We asked to speak with one of their directors who considered themselves too important too speak with a client. Most of their Directors are based off-shore hiding from their responsibilities. Managers are out of control and staff are poorly trained and lie through their teeth to customers. Most of their 4* and 5* reviews on this site we understand are harvested from the few successes they have who we understand are encouraged to review. There is a clear pattern of maladministration at Better.co.uk when you look at their 1* and 2* reviews. Our experience. Is that the complaint manager has no authority within the company and their faceless directors stick her between them and the customer. We worry for any first time buyer going to Better.co.uk who may be let down by them whilst making the biggest purchase of their lives. We feel anyone considering better.co.Uk place themselves at great risk. We recommend going to a local broker who usually have access to the same funding sources. Use either an independent broker or one that has UK based accessible directors. Reviewed on: 9th June 2023

Review of the Aegon, Pension:

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Argon - Arrogant Customer Service

I've had a smallish occupational pension which was invested with Aegon. I recently applied to take it as a lump sum. It was under £30k and I have had no income for the past year yet they taxed me at 40% and 45% on most of it. I paid over 10k tax on 26k. HMRC advise that I should have paid just over £3k. This is supported by Aegons competitors online calculators and by HMRC the latter if who said that Aegon should have asked some basic tax and income figures for the past year which they didn't. I have been promised return call after return call by key staff in both their customer service and complaints department. Which never materialise. They love saying "tomorrow" and when tomorrow comes they say the same again. They have senior managers who effectively hide under their desks and consider themselves far too important to deal with genuine customer concerns. I now have to go through months of correspondence with the tax office to get over £7k back all because Aegon have an arrogant better than you attitude to customer service. They also use the old fashioned 1 week BACs payment system rather than CHAPs to make their payments. Ive experienced no credible customer service management at Aegon Reviewed on: 11th April 2018

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