Brokers single out C&G for 'sub-optimal' remortgaging services

Brokers have criticised lenders for offering "sub-optimal" service standards on remortgage cases.

Cheltenham & Gloucester (C&G) has been singled out due to its refusal to allow intermediaries to contact its panel of legal firms directly about their clients.

Robert Clifford, managing director of Mortgage Force, said this was a common problem in the industry.

He said: "It is very frustrating when a lender's conveyancing firm offers sub-optimal service and it is all too common. Brokers should flag this problem up to lenders very loudly."

Jo Ganly, spokeswoman for C&G, said the issue was about service. Ganly said going through C&G, rather than the legal firm, allows the job to be done quickly and efficiently and result in a quick completion and a happy client.

She said: "Because this is high volume business and we pride ourselves on the quick turnaround of individual cases, we do not pass on intermediary details to the legal firms involved.

"Queries and calls going through to the legal teams could slow down the completion, so instead we prefer these to be channelled through ourselves so we can ensure the process is managed smoothly."

Commenting, Stuart Wilson, managing director of the Mortgage Advisory Company, said forcing brokers to go through a third party was "ludicrous".

He said: "In the intermediary market, we need to deliver service to the client to win business. Such practices stop mortgage advisers delivering the standard of service required. It reflects badly on the lender and its brand.

"This is yet another example of lenders paying lip service to intermediaries but not actually meaning what they say," Wilson added.