Mortgage advances
We understand that you may urgently need an advance settled or a loan refinanced. We understand this is stressful and we endeavour to resolve these matters as quickly and cheaply as possible.
It is in all parties’ interests that communications be in writing because then there is an exact record of what was said and when. For this reason, we ask that you direct any queries or correspondence to us by email.
We will respond to your emails quickly and efficiently.
Distressed borrowers
If you are facing default, enforcement or the loss of your property, you are going through one of the most difficult times of your life. We act for the lender, but that never requires us to make your circumstances worse than they need to be. It is our policy to treat you with courtesy, compassion, candour and speed.
- Direct contact if you have no solicitor. If you do not have a solicitor, we will deal with you directly by email, and we aim to reply to every email within an hour or two.
- Payout figures without delay. When you or your solicitor ask for a payout figure, we obtain it from the lender and send it to you as quickly as possible. A refinance or sale is often your best way out, and a slow payout figure can cost you that chance.
- A full breakdown. Every payout figure comes with a full breakdown of principal, interest, default interest, fees and costs, so you can see exactly how it is made up.
- Queries answered the same day. We answer your questions about the figures on the day we receive them. If something is wrong, we say so and correct it.
- No stonewalling. We do not ignore your correspondence or hide behind process. When you write to us you will get a straight answer, even when it is not the answer you hoped for.
- Access after possession. If the lender takes possession and you must leave the property, we are proactive, flexible and understanding about giving you access to collect your belongings, plant and equipment, stock and anything else you need.
- Transparency on sale. If the property is being sold, we give you copies of the agent’s marketing reports and invite your input on how it should be presented and advertised. You know the property better than anyone, and you and the lender share an interest in achieving the highest possible price.
If you believe you are being treated unfairly or bureaucratically by our staff or the lender, contact Matthew Bransgrove directly to complain and he will aim to resolve the problem as soon as possible.