Greetings all from Santander!

Hi TMSL

Sorry to hear this  - we genuinely don't want brokers to lose their business. Have you spoken to your BDM on this yet? I'm happy to help them look into it for you.

AJ 

I don't think providers can use the private messaging system - if you wouldn't mind sending the details to your TBDM and ask them to refer to it on to AJ then I'll happily look at it for it you. Nothing ventured nothing gained ☺️

To be honest, having been a bank manager and underwriter in the past, the main problem with Santander is that when you changed tactics and underwriting in 2012, you went from a lender who wished to lend and looked for reasons to lend. Since then (it has been getting worse by the year), your underwriters look for reasons to decline! Sort that out and you may start to write a lot more business! Take a leaf out of The Halifax's book!  

Whatever you have stated in this thread the general attitude of Santander never lean s towards brokers. I still see the underlying approach is to screw over brokers wherever possible

The email below was sent to my client for a product due in May - we are the last choice listed and only after asking the client to do everything but speak to their broker (I have underlined the statement where it reads to me as a put down to using a broker)

very good points these Heskey.

I note AJS has acknowledged that Halifax have got a far superior approach to Santander, so perhaps going back to the powers that be, to let them know that and also maybe add that not only do Halifax not behave like this, when contact clients, they also pay us a full proc fee again for a PT.

It has turned into a very emotive thread this and hopefully there is a desire to change things at Santander, due to this.

Hi AJS

Firstly - fair play to you coming onto the forum as you seem pretty genuine to me with what you are trying to do.

I generally think Santander are ok but we are lucky in that we have always had good bdm's.

My major frustration though is that you text the client to let them know when the case has offered. 

As an adviser, this is a prime opportunity to sign post the next steps to the client and also ask for a referral to help build my business. 

Essentially we call with the good news and the response is always - "I know - Santander texted me already".

This completely diminishes all of the hours of work that we have put in to get the case to this stage and it just feels like taking credit for our labor.

A bit late to the party on this one as I have been swamped with new business since getting back to my desk on the 6th.

AJS great to see someone from Santander standing up and offering to fight the brokers corner...it is a great shame that Santander haven't fought the brokers corner since their acquisition of the Abbey! As has been highlighted already in this thread, the perception I hear from the vast majority of brokers is we are viewed as an inconvenience by Santander.

Historically back in the days of the Abbey, they were pretty much a 'go to' lender.

Great BDM's, underwriters who you could talk to and would listen and a genuine desire to help the broker community.

I couldn't even tell you who my BDM or TBDM is at Santander and quite frankly not knowing really wouldn't bother me as I am only currently placing business that is PT with Santander...I do not want the aggravation of having to deal with your pre-pubescent underwriters who always seem to struggle with even simple scenarios (they even make HSBC seem on the ball and that is saying something!) or having my cases stolen by a member of your direct team.

I genuinely hope that you will be able to influence the hierarchy at Santander to stop treating brokers as an inconvenience and start to genuinely appreciate the benefits of working closely with brokers as the likes of Halifax and Accord demonstrate so admirably.

Hey AJ, long time no speak.

Guys, I've known AJ for years and in their last role was one of the best BDMs out there.

They'll be working hard to influence policy from the inside. Hopefully with success.

AJS (Santander), here's an example of everything that has been said above:

Had a porting case that completed yesterday (simultaneous sale and purchase). Old mortgage amount redeemed was circa 550k, new mortgage ported across was circa 400k. ERCs were taken on the whole 550k at 5% whereas should have been only been 5% on the 150k reduction. Clients therefore, 20k out of pocket so I called your completions team today and after 20 minutes on the phone was told....."the customer will have to ring us directly for us to look into this"!!

How can this make any sense, be fair on the broker or fair on the customer??

Well, I hope Santander see the light and reverse 15 years of acting as if they are doing the world a favour, and introduced business is theirs and Brokers are the enemy.

For me Santander will need to go further than other lenders to make up for what has been a disgraceful way to trade, as its obvious that they are now suffering as a result. 

The fact that you are asking whats wrong with Santander is worrying as it should be painfully obvious already that its corporate arrogance.

For example name one other Lender who tried to bully networks into giving them business by introducing volume and case quality requirements linked to the proc fee?