I feel completely let down by Connells Mortgage Services. I was sold a “mortgage advisor for life” service and trusted that this meant I would have ongoing professional support whenever I needed it. Unfortunately, as soon as the payment was taken, all contact stopped.Since 2024 I have sent numerous emails and made many phone calls trying to reach my assigned advisor and have been completely ignored. The situation became serious when I received a letter from my bank informing me that my fixed rate was ending. I contacted the advisor immediately for help to secure a new deal, but once again I was ignored. As a result, my mortgage payments increased to almost three times what I had been paying, something that could have been avoided if the advisor had done the job I paid for.We are now in 2026 and I still have not received the service that was promised. After raising a formal complaint, customer service told me their investigation found “no fault on their side.” I find this unbelievable given two years of silence, zero advice, and the significant financial loss I have suffered because no one responded when my fixed rate ended.This feels like a clear case of mis-selling. The service was presented as long-term, reliable support, yet once they had my money I was left completely on my own at a critical time. I would strongly warn others to think very carefully before paying for any ongoing service with Connells, as my experience shows there is no guarantee you will receive what is promised.Extremely disappointed with the lack of professionalism and accountability.
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