My husband and I are buying our first family home and, after a frustratingly slow process, we were approved for a £190,000 mortgage with Platform.
On the day of completion the solicitor reported that the loan had not arrived, despite Platform having confirmed in writing it had been sent.
Platform accused the recipient bank of losing the money. My solicitor, mortgage broker and I called the lender repeatedly on completion day, but the payments team wouldn’t take my calls and none of the staff could help.
The money arrived in my solicitor’s account late in the afternoon of completion day, and too late to pass on. I’ve had to cancel the removers and will be asked to cover the costs of everyone else in the chain.
I still don’t know what happened to the money as I’ve been given various explanations. What rights do I have, and what action can I take? LA, London
Shortly after writing in, Platform, the lending intermediary of Co-operative Bank, made a final offer of £50 in goodwill, a derisory amount given that your move was delayed by three days and you reckon the mistake cost you around £500. As soon as I contact the press office you’re called by an escalation team and assured that your costs will be covered.
The bank blames a “third party provider”, but acknowledges that its response was inadequate. “We apologise … and we are working with her to compensate her for the issues she faced and covering any additional costs incurred because of that delay,” says a spokesperson.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
