Hazal
Week 16: no report, no timeline, no response to broker
Instructed 4 July 2025. Communication has been extremely poor. My mortgage advisor's emails went unanswered and they had to contact me about the lack of response. I'm now in week 16 and still don't have a clear written answer on a basic issue: is the property a one-bed or two-bed (critical for valuation and price negotiation). I was asked to chase replies to inquires myself; then the seller's solicitor told me they had responded 10 days earlier, suggesting my file wasn't being progressed. I requested reassignment; the manager apologized and asked if I wanted to switch, I said yes, but no reassignment happened, adding further delay. I also told the firm in the first week of August (week 4) that I must move out in November. Despite repeated requests, I've been given no working timeframe, including for the internal steps after all replies are received — which I asked for specifically to avoid the usual “waiting on the seller” response. Given 16 weeks of delay and poor communication, I am submitting a formal complaint and, if unresolved, will escalate to the Legal Ombudsman.
