Absolutely dreadful company that deserves negative stars - the worst service for any kind of business that I have ever experienced, and far, far worse even than I believed when I first reviewed them.

I expect they will do the usual of asking via Trustpilot for a case number, then pretend to be concerned and invite me to call the anonymous 'them, knowing that it is close to impossible to contact them.

Today marks 63 days since ONP were instructed for my re-mortgage. A competent company would have completed this with time to spare some time ago. I originally cancelled on the last day of the cooling off period, because I was being asked to sign T&C I had not received, and my so-called case worker refused to respond to an easy closed question that require a yes/no answer for 14 days. The broker gaslighted me in to believing this was unreasonable on my part and heavily pressured me in to re-instructing. I reluctantly made the major mistake of relenting and doing so.

Despite receiving my ID documents on their awful portal for 60 days now and me sending it again 28 days ago, the only contact I have had from them is an automation every 7 days telling me the ID check is outstanding.

I have zero idea what they are up to now, but 28 days ago...

1. A senior case said twould be contacting my ex-partner's solicitor (they have not). This is a simple transaction that requires approximately 1 hour of work for which they will be paid £200.
2. Would request a redemption statement (they have not).
3. That somebody would call me back a few days later at an agreed time to discuss my case and clarify what they are doing. They still have not - 24 days after that time has passed.

My case manager has been the quintessential definition of useless. They never answer their phone, routinely ignore emails and do no work on my case, despite having everything they asked for, sometimes twice. They have requested several documents that are for BTL mortgages and copies of a lease which does not exist. Sent chase ups for items they have never requested prior to the chase up. Cannot be bothered to look on their own company portal for documents and requested them again.

The internal complaints system seems designed to make it impossible. The case manager is ignorant. The supervisor is who you are then meant to go to. A little hard when all they give you is a name.

I joined their phone call queue of doom again today at 1pm and used the function to be called back rather than wait. Nobody had the decency to call back. I have given up hope of my re-mortgage ever happening.