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Review of the Platform, Morgtages:

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Bereavement training essential

I am currently dealing with the estate of a family member who had a mortgage with Platform and have found their manner astonishingly poor at dealing with the bereaved. An interim death certificate has been issued by the coroner’s court in the body of an email so that was forwarded to platform via a solicitor in early January. We are now in March. Still getting letters addressed to my family member at his address so on phoning get told I have to have a phone meeting with the bereavement team and that is a week away. The appointment comes and the cold manner I was dealt with has left my family v upset. I was a bank manager dealing in trusts and estates for 31 years and am shocked that a bereavement team deal with people in this way. I was told to market the property now despite there are 22 weeks delay with getting letters of administration- a government department delay not ours. The property cannot be marketed in its condition and has no functioning bathroom and a smell that no one would want to move into hence why it needs full redecoration. This can all be done by family in the time of the delays. I was then advised that I will incur charges for any delays and they could repossess the property. So we are in limbo. We cannot make good the property just for it to be repossessed. And as for delays? Platform are delaying registering an interim death certificate despite it coming from a solicitor via the coroner’s court. The delay in LOA a government department delay not ours. So thanks Platform for another sleepless night. Train your staff to deal with the bereaved properly. I dread to think how I would feel if this was my wife/husbands or parents estate I was dealing with. Reviewed on: 5th March 2024

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