Lender reference:
Contents:
Summary
Much of the criticism of this lender focuses on its tendency to issue misleading information on its
charges - or to refuse to issue it so that customers find it hard to work out whether the charges are
legitimate.
It is also slow to repay when it is found to be wrong.
Although we had heard some criticism of this lender, when we started researching its customer
relations history we were surprised at the amount of problems we turned up. All lenders have their
faults but this one seems dead set on costing you more than you think.
Customer criticism
Press criticism
Much of the press criticism highlights how this lender is "tricky" with the figures it issues.
Miscellaneous
Customer Relations History
1998 October
1998 September
1998 August
1998 July
In 1992 the Building Societies Ombudsman criticised the lender for mortgage winding-up fees that were, he felt, outmoded and ought to be phased out. Press observes that six years later the fees, now £110, are still in force and that borrowers are still waiting.
1998 June
Press warns borrowers of lender's apparently cheap loans that have a sting in the tail because they lock borrowers in to lender's rates.
1998 May
A borrower who suffered repossession alleges that the lender failed to notify him of the debt, or to inform him that the lender was adding interest to the alleged shortfall as well.
The press criticises this lender for using an annual interest calculation which increases the real costs to borrowers.
1998 April
1997 October
1997 September
Solicitor tells press that lender sent letter threatening long since re-possessed client who thought the matter had been closed and debts written off, of intended legal action to recover debt and hinting that if the client gave details of personal finances a lump sum discount might be accepted in settlement.
1997 August
1997 June
Chas de Vere, teamed with MortgagecheK, warn that this lender charges too much for copy documents of interest-rate changes and annual statements.
Press criticises the lender's interest rate increases, often within minutes of the Bank of England's announcements and at a rate often in excess of the base rate increase.
1997 May
1996 December
1996 September
Press criticism of the lender for turning down loan/mortgage applications but denying the applicant full information as to why the decision to reject on credit scoring was made. When questioned by the press as to what information regarding a loan rejection the lender would not give to an applicant the lender spokesperson said: "I'm not sure I can tell you what we are not allowed to tell them".
1996 June
1996 March
This lender is tight. It keeps hold of customers' money. It's been called MR Scrooge. This is not
colourful writing: in the customer relations history below there are several examples of this lender
proving "unable" to account to customers for why it has charged them the way it has. This is a lender
whose customers often face strange fees and charges and the lender is unable to explain why.
Customers criticise this lender for a wider range of reasons than some of the other lenders we've analysed.
Many of those criticisms do fit into a broad category of taking more money from customers than
customers think is fair, and of refusing - or being unable - to account for the money it has taken. It charges
customers higher rates than customers think they are going to get when they sign up with it, for example.
This happens in many ways: winding up fees, account charges, misleading information. This lender has
been criticised for them all. So have many lenders, of course, but where this lender is different is in
the strength of that criticism. It's even been criticised by the Building Societies Ombudsman - and that is
rare.
Notice too, that this lender does not care very much about the criticism it receives. Ten years after having its
wrists slapped over one practice, it still continued to do it.
The press has persistently criticised this lender for costing its customers money and not explaining how it calculated its charges.
None to our knowledge.
Press questions why this lender is unable to give accurate monthly repayment figures and advises a borrower to complain to the banking ombudsman.
Press complains that the lender launches high interest savings account only to drop the interest rate shortly afterward, and also fails to notify existing savers of alternative accounts offering higher interest.
Press points out that although lender states that redemption penalties would be waived in any case resulting from the death of a borrower, there is no mention of this policy in their mortgage contracts.
Borrower complains of bad service from the lender who lost his documentation resulting in a warrant for possession being issued.
Press accuses lender of using confusing terminology.
Evidence emerges that this lender uses high interest rates paid by loyal existing borrowers to pay for lower interest rates it offers to new mortgage borrowers. A newspaper cites example of long-term borrower charged 8.7% by lender who was also, at that time, offering loans of 6.25% to new customers. Press alleges existing long-term borrowers are subsidising new customers.
Loan seekers warned that lender uses the harsh "Rule 78" on loans of £15,000 and under. The Office of Fair Trading has criticised lenders for using this rule.
Press claims that "Which", the consumer magazine, has revealed that the lender does not give borrowers sufficient information to check mortgage statements for errors or hidden charges - despite a mortgage lending code of practice issued by the CML.
Press comments on lenders Senior Management granting themselves lucrative share options when the lender converted to a bank.
Press cites case of lender refusing to open a children's savings account because their father had a bad debt on a personal loan with the lender.
The Building Societies Ombudsman reports on the large number of complaints arising out of the lender's conversion to a bank by people and groups who feel aggrieved at being excluded from the payout.
Yorkshire Bank research shows that this lender's mortgage borrowers are overcharged considerably because the lender charges interest annually rather than on a daily basis. The lender claims that it as no plans to change its system "at the moment".
Douglas French MP intends introducing a Ten Minute Rule Bill to ensure that handicapped people, whose accounts with the lender are often held by a trustee, gain the bonus payments on flotation to which they individually are entitled. At this time irrespective of the number of accounts held by the trustee only one payout will be made. The lender complains that such a Bill, if passed, would be more administration than it can be bothered to pay. The press sees the lender as "playing Mr Scrooge".
Borrower criticises the lender in a letter for the "abysmal level to which its service has fallen"
Press cites a borrower who was granted a loan by the lender but decided to refuse the lender's insurance. Despite his refusing, the lender debited his mortgage account with the insurance premiums. When the borrower complained he was offered a refund of only 50%. He was fully reimbursed after threatening to take the case to the Ombudsman.
Lender criticised by the press for announcing new interest rates for savers without giving potential customers enough information to work out how cheap they really are. Press says the lender is economical with the truth". Most savers are unaware whether announced rate changes are an increase or cut on existing rate.
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