As an expat undertaking a BTL remortgage, I understand that the process is more complex than the standard home based mortgage, and this is the core reason why I used John Charcol. While the case handler used polite and standard pleasantries, I found the actual support provided to be minimal. Rather than guiding me through the process, I was repeatedly asked to refer directly to either the conveyancer or the mortgage lender for answers to my queries.The value of a mortgage broker, in my view, lies not only in identifying a suitable mortgage product but also in supporting the client through the subsequent, often complicated, steps. Unfortunately, that support was lacking.I raised these concerns directly with the partner assigned to me, but my complaint was completely ignored. It feels as though, now that I have already paid, there is no incentive for the partner to respond or address my concerns or provide the level of service promised.If the service provided is limited to sourcing a mortgage, without meaningful guidance during the process, then I see little justification for the fees charged. In such a case, I could have managed this myself directly with lenders.With my mortgage, now I feel like I am in the dark as to when I can expect my mortgage docs, whether I can access my information anywhere, or even how to contact my lender! The last statement from the case handler was, "if you have any concerns, contact your lender"!! A statement used several times during the process (lender or conveyancer)Whilst in some instances you might not be "legally" obliged to provide certain responses or services, some true communication, effort, and "relationship management" goes a long way. Be careful if you are an expat. I don't think the agents are equipped to handle the complexities or frustrations of an expat mortgage.
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John Charcol is the original independent mortgage broker, with over 40 years' experience in finding the best mortgage rates for every type of buyer. Whether you are investing in property or are looking to buy your first home, we are experts in providing independent mortgage advice for all kinds of buyers.
