Raechel
Makes errors at your expense - complaint now resolved.
The treatment from this firm is appalling. Lyndsey made a “mistake” and incorrectly sent my funds to the wrong recipient, I asked if all errors had been corrected that I pointed out on the day of completion and I was advised yes all ok. 4 weeks later I received and email to advise the mistake had been made as a result my estate agent has not been paid by the firm as they were instructed to do and I now have threats of debt collection as I am about to go on maternity leave. I am now accused of choosing not to make payment to my estate agent by 22 law when I had been assured all parties paid, which is completely false. The firm did not tell me the truth and hid this error from me for weeks. The firm have not once apologised or acknowledged what happened, Andrew claims he has provided a full record of account and replied to my complaint, initially this was incorrect, since this has been reviewed again and a settlement offer has been accepted. The response below however, remains completely false although I have been asked to update my review, their response has not been updated to acknowledge their error or apologise.
Andrew James Daverson
Raechel, I replied to your complaint in full explaining what had happened. As you will recall you received a refund direct from your lender of an overpayment made to your lender by ourselves on redeeming your mortgage, you then chose to spend that refund rather than pay your estate agents invoice. You were advised of the overpayment and that a refund would be coming and to use it to pay your estate agents, you chose not to.
