Name: L&C - London & Country Mortgages
Address: Unit 26 (2.06) Newark Work, 2 Foundry Lane, Bath, Bath and North East Somerset
Rating: 4.67

“We are first time buyers and needed help navigating our first purchase. I called L&C to get an idea of what we needed to provide and I was bombarded with questions about our income/expenses/deposit without any official numbers in front of me which i explained several times. I also explained I was just calling to find out how to get the ball rolling...I felt rushed through and we were offered a mortgage in principle that night. We worked with the figures suggested and made an offer on a house which was accepted. Following up with the underwriting our case worker was very impatient, he didn't allow me time to ask questions and personally made me feel like we were unlikely to get a mortgage (he was very negative & not encouraging at all). We felt totally out of control but pushed on with L&C because we feared losing out on the property. Our broker told us he would only be able to provide us with one quote so we have to decide if we wanted a 2, 3 or 5 yr fixed without seeing any figures. He also only gave us one quote from Skipton (who have very good customer services btw) so we felt like it was a 'take it or leave it' situation. I honestly do not feel like the broker had our best interests at heart nor do I think we got the best deals/rates. The application was delayed because the advisors did not tell us we needed our gift letters on Skipton's official forms (which you can download straight from their website)...an avoidable delay! Following on from the application, communication was terrible. Our second case worker only spoke to us briefly and would not return emails/calls for over a week. The main contacts we had were sales calls for us to purchase life insurance & home insurance. I also had an issue with the sales tactics....'I hate to think what you will do (my name) if anything should happen to (partners name)'...it was disgusting. We actually found out our mortgage offer had been accepted directly from a letter from Skipton with L&C phoning me three days later to let us know the same news. We will not be recommending L&C to anyone and I will be making sure this review is seen on other sites too. However I cannot fault Skipton or Premier Property Lawyers who have been wonderful and a huge relief to work with after the customer services of London & Country.”

Helpful Report

Posted 7 years ago

We're sorry to hear this Faye and we would like to investigate this experience. Please can you send us your details (including your full name and postcode) to socialmedia@landc.co.uk? Thank you and our apologies again for this experience, L&C

Posted 7 years ago

“I rang to discuss mortgage options and the man I spoke to on the phone sounded very disinterested, I felt very insulted when he belittled mine and my partners earning, flat out said theres no chance of getting a mortgage till we get rid of a car and get better jobs, kept referring to our jobs as temporary due to the fact we're fixed contracts& was incredibly rude. I will be spreading the word about how I was spoken too& considering I am a first time buyer really put me off.”

Helpful Report

Posted 7 years ago

We're sorry to hear this and we would like to investigate this experience. Please can you send us your details (including your full name and postcode) to socialmedia@landc.co.uk? Thank you and our apologies again for this experience, L&C

Posted 7 years ago

“1/ Our previous mortgage was through L&C. But when the Case Manager left the company our existing records appear to have been disregarded and we had to start all over again. 2/ Since approaching L&C to discuss our mortgage requirements in mid-February, we had dealings with seven different people – plus an (unimpressive) online tracking service. 3/ We were advised to take a mortgage through HSBC (our bank) and assured that we met all criteria. We were then told our application had failed. Then we were told this failure was a mistake by HSBC and our application was being fast-tracked. Then we were told it had failed a second time & advised that it wasn’t the best choice anyway. We were then advised to apply for a mortgage through Santander. Then we were told the HSBC application had not failed, but HSBC just needed proof of address. But when I phoned HSBC they told me it was a simple internal process & they couldn’t see why L&C hadn’t addressed it with a simple phone call. Our initial impressions of L&C professionalism had already faded badly – but by this point they vanished. 4/ In exasperation, we contacted a rival broker, and the experience was like light and day. We found their service to be much faster, very much more personalised and they got it right first time, with Approval in Principle on the same day. Most importantly, on those occasions when we phoned the brokerage, it was always possible to actually speak with the relevant person within 30 minutes – rather than always having to leave a voicemail that would prompt a response at some point in the following 3 days. The process was a simple one. We quickly received a formal offer. Our experience suggests L&C needs to make substantial improvements in its efficiency, communications & standards of customer service.”

Helpful Report

Posted 7 years ago

Thank you for getting in touch David. After receiving your review we have decided to investigate your experience further and our compliance team will be in touch shortly. Thanks for sharing your experience, and we hope to get to the bottom of it. Thanks L&C

Posted 7 years ago

“Always in the ball with all products and latest mortgage deals to suit individual needs. Great follow up team and service to oversee mortgage to completion. The online tracking system is very useful. Full marks to Owen at L&C. I have now used him a number of times for my buy to let portfolio and will certainly continue to do so.”

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Posted 7 years ago

Thanks for taking the time to send your review, Brian. We'll be more than happy to pass this feedback on to Owen. L&C

Posted 7 years ago

“VERY GOOD THEY DONT CHARGE YOU FEES FOR THERE SERVICES”

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Posted 7 years ago

“Fantastic customer focus, first rate service.”

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Posted 7 years ago

Thanks for writing your review Lisa, we're so pleased to hear that you're happy with the service you received when arranging your mortgage. Thanks L&C

Posted 7 years ago

“Always on hand to answer questions. Very professional service offered by Nick.”

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Posted 7 years ago

“Really easy process, explained really well and help every step of the way....couldn't be better! Thank you”

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Posted 7 years ago

“Very quick efficient service. Our friendly, professional advisor Liam ensured the whole process went smoothly from start to finish”

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Posted 7 years ago

“Found me an excellent new mortgage deal.”

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Posted 7 years ago

“I`ve dealt with L & C Mortgages for several years, their standards are consistently high, offering a first class service, thoroughly checking my requirements and offering the best deals I`ll use them again and recommend them to others”

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Posted 7 years ago

“Hard selling of insurance products”

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Posted 7 years ago

“Essentially, Suraj and the team at L&C made it possible for us to get our dream home. Without their help we simply would not have been able to do it. Not only are they professional, courteous and efficient but they know their stuff inside out. I wouldn't hesitate to recommend them to anyone.”

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Posted 7 years ago

“My partner and I contacted and we're very honest about my partners poor credit and sent a copy of the report as requested. We then 13 days later received a declind survey email. Not even a telephone call to discuss the issues or give advice poor poor customer service”

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Posted 7 years ago

We're sorry to hear this Kelly. We've found you on our system and have noticed that you received an automated email. We're really sorry about that. We'll be looking into why this happened and we will contact you shortly to discuss.

Posted 7 years ago

“Whats going on. They try to sell you their other products and will not give you any interest rates until you havr made an offer on a house. Told to use the internet to find the rates. Wasted an hour on the phone to get this info. How do we know what toboffer on a house if you wont give the interest rates and monthly payments! Ridiculous!!”

Helpful Report

Posted 7 years ago

We're sorry to hear that you were not given an indication of typical repayments Lee. We've spoken to your adviser and their supervisor who will be in touch this afternoon to rectify this. Thank you for letting us know and giving us the chance to read your feedback. L&C

Posted 7 years ago

“I throught i would move with the times and try out these online morgage adviser's. I spoke to a person called Andrew at L and C he was set as my morage adviser. After a couple of minutes of speaking to him he said he had to finish another client and ring me straight back, waiting all night no reply. So i throught id give them another try the next day. Good to say the people i spoke to after was very helpful and gave me all the information i needed to do a remortgage and a buy to let mortgage. The sad thing was once i found the property i wanted to buy i got passed back to this Andrew witch once again said to me after speaking to very briefly. I cant get your report up ill ring you straight back. Two hours later i rang him, for him to say they hadnt sorted the problem but he was working late. So once i finished work he promised he would ring me that night and give me an hour of his time. Well im asumming these people didnt want to earn any money off me because once again the guy couldnt be bothered to ring me. But it did leave me in a sticky situation for a couple of minutes. You dont really want the hassle of explaining to the estate agents your making offers and you haven't even really got a backing of a morage company. I had to make a few phone calls and thankfully im glad to say a big thank you to Andrew for letting me down I found a great morgage adviser. May of cost me 250 pound but worth every penny. To have someone who actually advises you instead of giving you figures off a computer screen. I wouldnt like to say all people who work for this company are bad or unreliable but when i needed them they let me down.”

Helpful Report

Posted 7 years ago

We're really sorry to read this review and to hear that you felt let down from your experience with us. We appreciate that's it's probably a little late to help you with that situation now and we wish that we'd known sooner. We'll be taking a look at your case and your account of events with the adviser you spoke with - to help improve our service going forward. Thanks for taking the time to feed back to us Colin.

Posted 7 years ago

“I was trying to secure a mortgage last month through a broker at London and Country. I was pressured into making very quick decisions about which type of mortgage to opt for on the phone after 5 minutes of terms for various mortgages being reeled through. I was also pressured into purchasing life incurance through them, and despite being quite firm about not being interested in this I was spoken down to and pressured further, including being told about various illnesses I might get and how I would pay my mortgage if that happened. When I asked the broker to email me over the information for me to consider the options they did not do this but continued to send emails to pressure me into making a decision. The broker also asked for a lot of information which I had to contact my estate agent for to ask the vendor to supply me with - I have since been advised that this information is what is required for people looking to remortgage a property not people in my situation. In the end I had to search for an alternative broker last minute. Having experienced what the process should be like I am shocked at how difficult and stressful L&C made it.”

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Posted 7 years ago

Thanks for taking the time to write your review, Imogen. We understand that a member of our compliance team is currently investigating your case and will be in touch shortly. Thanks L&C

Posted 7 years ago

“Seen as though my first review has been deleted & ive now received a letter trying to excuse L&Cs poor customer service & effort of a mortgage application, i'll write another one. First of all we where passed onto 3 different people in the space of 9 weeks. Non of which would EVER answer their phones & only 1 of them I actually spoke to directly. We where constantly chasing them trying to find out where our application was at & what was going on. When we decided to take matters into our own hands & we called the lendsers direct they told us that L&C hadn't been in touch with them for 3 weeks. When we told our mortgage broker that the lender had told us this, he laughed down the phone. Rude email replies when asked what is taking so long, now after telling them to no longer contact us, we are still getting letters trough the door excusing their poor service. Leave us ALONE!”

Helpful Report

Posted 7 years ago

Thanks for taking the time to send your review, Holli. It would appear that your original review was moderated, as it specifically named members of staff. Our compliance team has been looking into your case, after receiving your complaint. As you wished, we have contacted you following our investigation and all replies have now been sent. We’re sorry to hear that you’ve been unhappy with the service.

Posted 7 years ago

“I cannot speak highly enough of London and Country Mortgage Advisors who have supported myself and my wife through a re-mortgage application. The whole process has been wonderfully stress free and the advisors (Hayley Rowe and Olivia Taylor) have been exceptional; both knowledgeable and thorough but always on hand to answer any query, big or small, swiftly and efficiently. I would 100% recommend them to anyone needing mortgage advice or direction to find the best offers on a huge mortgage market.”

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Posted 7 years ago

“Top rate service I would recommend to anyone requiring a mortgage great job keep up the good work”

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Posted 8 years ago

Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

L&C - London & Country Mortgages Reviews