Adviser feedback ratings for Santander for Intermediaries (previously Abbey)
Feedback comments
10 Apr 2019 very poor with communication or changing things post offer. can't speak to anyone senior or the underwriters. no sense of urgency even with an escalated case due to complete. No BDM support
4 Nov 2016 Fine if everything is straightforward. Anything outside of normal forget it. No one to reasonably discuss anything with just the bods who answer the phone who pass on messages. So frustrated with a case recently I asked to make a complaint and was told I couldn't as there was no procedure for advisers making a complaint!
6 Jul 2015 Awful online submission system...a lender to avoid whenever possible
24 Mar 2014 So bad it's shocking, Wish I never had to deal with them again
22 Oct 2013 Shocking in so many respects. How do they get away with it?
26 Jun 2013 Good online site if a bit slow at times, asked for offline disc over a week ago and its still not turned up.
7 May 2013 BDM Excellent Processing system Excellent U/w commumication - DIRE
7 May 2013 Great on employed, but anything else gets underwriten by Coco the Clown
12 Jun 2012 Abbey have revamped their Further Advance process to (Quote) fall in line with new FSA regulations?!. So as a broker I cannot help the client with a FA application. They simply?? have to phone an existing client number. Once they call this number they go through a 30 - 40 min process to assess if eligible for a FA. Once completed and acceptable, The client then gets booked in with an Abbey mortgage Adviser(for a telephone interview)which (Quote) can take up to 90 Mins. By they way my client has not to wait 5 days before an adviser is available. They also informed the client that during the interview they would require all information in connection with existing life and Ci cover so that they can ensure there is sufficient cover in place.(Seems like a sales pitch to me and perhaps a future opportunity to try poach broker business.(This from the very organisations who were quite happy to sell clients inappropriate products in the past). When will lenders learn to conduct business in an up front manner rather than being underhand. ? It now takes longer to apply for a Further Advance then the main mortgage ??
4 Apr 2012 Underwriting quirky in the extreme and they need to become the brokers' friend again, rather than our enemy. Dual pricing increasing.
14 Mar 2011 Case agreed in principle, Spent 6 weeks faxing over various demands. Then case declined. Reasons:- possible short term lending and possibly back door buy to let. Both reasons were overcame with explanations and proof but still no go. Complete waste of my time and money. Terrible, dont bother putting anything to Abbey they can ruin your business and your reputation!!!!!
6 Oct 2009 New fax system seems to not work very well keeps saying documents sent are unreadable or too dark so try an e-mail and that does not take more than a certain size so post items to manchester office. A step backwards I would think
15 Sep 2009 Absolutely diabolical nowadays, no support at all, BDM doesnt return calls, online system is crap.... getting more and more like the Woolwich everyday!
11 Jun 2009 Always been useless for the last 5 years. No change.
29 Apr 2009 how bad are abbey now, 1 and a half hours to answer the phone each time you ring (north wales call centre) submitted dip, accepted, no update on the case tracking so rang them up was told valuation had been done, id was verified online they told me they didn't need anything, waited about 3 weeks rang to chase was told they needed all the usual accounts, etc. etc. client got fed up with the hassle, said to go somewhere else, your only as good asyour last game, in which case abbey are awful!
16 Jul 2008 Utter joy to deal with the fact that I can drop documents directly into there underwriting department in manchester puts me at an adavantage to brokers who can't
8 May 2008 Shocking service lately & for years, they have been my favourite lender for service. They don't return emails, phonecalls & continually lose (or say they haven't received) faxes
25 Apr 2008 I have never before known any lender treat brokers with such contempt as Abbey, the local BDM has left, she obviously made theright move, i am looking forward to visiting their stand at Mortgage Expo to dish out a few home truths, i suggest all disgrumbled brokers do the same and give them hell
16 Apr 2008 I have just lost a client who i put with the Abbey and already had the Mortgage Offer out. The Abbey's best 2 year fix through brokers is 5.99% but via internet/phone they are offering 5.49% for clients who apply direct. Is this another attempt to cut out brokers and it does make us look stupid in the clients eyes.
29 Nov 2007 Is this the longest application form at 31 pages? (not very green) or to change the property, wait for it ....... 25 pages. I would have thought 1 would have done it (and been a lot greener)
4 Oct 2007 Can't even get the offer correct. Three times I have had to call them to point out their mistakes and still haven;t got the correct offer. Client wanted to complete the re-mortgage on 1 Oct to avoid paying the SVR to the 'previous' lender but now paying it. Clients drafting a complaint. Simply put, there is no service and getting through to speak is a nightmare. Avoid
22 Aug 2007 Out of the race for market share, service used to be the tops but with staff changes they now are not as good as they were.
10 Jul 2007 Great products. Shame about the back up service to go with it. Huge delays due to staff shortages. Can take up to ten working days to get ammended offer, and the ammendment needed to be done due to keying errors at their end. This has happened on 3 cases in last month alone.
6 Jun 2007 Cannot get through to manchester & warrington team or their BDM the past 2 days. can't leave message cos their mailboxes are full. Very disappointed and annoyed at present with them
13 Dec 2006 A good lender, good service and helpful staff. Other could learn from Abbey. Keep it up!!
24 Nov 2006 Cannot complain about anything with Abbey, get the best support from them compared with all other brokers, first class as far as I'm concerned.
6 Apr 2006 Had a new BDM who was all over us like a rash when she started. Haven't heard from her in months now.
28 Mar 2006 Just for the record. Abbey don't do self/certs....At the moment, because of their generous income multiples and good rates, they come up trumps alot. Service still blows hot and cold though.
20 Mar 2006 Overall I get a good service from my local team (Manchester office) It is good to have a lender where you ca nactually get to discuss a case with tht eu/w before submitting the app. Also good to be able to speak to the same person more than once (unlike Halifax), Oh and I have a good and well informed BDM (unlike Halifax), in fact I have a BDM! (unlike Halifax)
14 Mar 2006 The online system is very slow and akwward to use. It can time you out while inputting. Amendments can get very complicated and some parts of the application cannot be amended so you have to start again from scratch. Declined AIP's and applications do not show at Abbey so a successful appeal involves starting again and hoping that the tweak they suggest will get the case through. The Birmingham desk that covers Nottingham is helpful but they are several days behind with processing. Unfortunately they are the only sensible option at times because of their multiples.
21 Feb 2006 Over all I have got to say that I like Abbey. Every now and again I have to shout at someone there, but their service, products and off line application system are all quite good. On the other hand, our local Abbey Sales Consultant couldn't find her back side with both hands. She will promise anything and deliver nothing. Avoid the sales consutant from the Fareham BDU.
17 Feb 2006 On line app system I find painfully slow and cumbersome - even on broadband. BDM tells you one thing, underwrites tell you another. Haven't used them for a while and would need a good reason to try them again.
5 Feb 2006 excellent lender when you get to know them, SE London area team well on the ball,
3 Feb 2006 The service is still appallling they don't answer the phones and have lost many documents. The website and submission systmes are still very poor
