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It's been a bad run going on for years.
It started well before COVID when they had their summer slumberfest.
Come July and August the queues went up exponentially without reason , Every year.
They cried that they has lost their underwriters and needed new ones. We waited whilst they recruited their infants, and suffered whilst they were trained...only to find out that they have numeracy and literacy chasms.
The problem is that their training standards seem to have been adopted as their main standards. People who are not interested enough to make a call. People who knock off a couple of thousand in nearly every case due to 'changing affordability'. The BDMs and TMDMs are lovely folk....but they have no ability to influence or affect underwriters any longer. They don't even have the ability to telephone the underwriters!!!!!!!! In other words it's the old Head Office v. Sales Team and head office always wins.
The BDMs are supposed to be selling us a service and a product. The underwriters' mandate is not of one to lend. It is of one to nitpick to the nth degree and then claim it's policy, when a dozen similar issues were waived through a week or two earlier. Simply no consistency and decisions seemingly made depending on the time of day or day of the week.
It's almost a sense of betrayal, where you focus on giving one lender a large percentage of your business in the expectation of getting a really good service and end up being shafted.
So no, it's not a run of bad luck, but a conscious decision by Santander to withdraw USPs, reduce service and ignore client pipelines.
Now.........they want us back?? Not a chance! Life is too short to deal with people and organisations that have made it clear that you're not that important to them.
I've moved on and am much much happier with my current panel.
