"Unfortunately writing a warning not to deal with Commercial Trust"

Unfortunately, I find myself having to post an extremely negative review of my experience with Commercial Trust along with a warning to others.

I realise that times are hard for all businesses, but it appears that Commercial Trust have taken to lying to customers in order to secure business.

The bottom line for me was that we were told that in the event they were unable to secure a mortgage for us then the fee would be refunded, I had a call yesterday to say they had exhaused the options - when I asked for the return of the fee and that of the application to the building society (which I was also told would be refundable should it not proceed to offer) I was then told in fact 'it was not refundable'.

I've now asked the company for a subject access data request in order to listen to the phone calls, so hopefully that will prompt a proper investigation. My warning is though that I'd suggest you get EVERYTHING in writing from these guys and don't rely on what their sales people tell you.

No doubt I will now be 'reffered to the Ombudsman' to continue my complaint, the real problem for me is these people have strung me along for more than 2 months to then say no. Absolute shambles (appears very professional at all points but beneath the surface there seems to be a money grabbing culture) they bang on about how good their reviews are and the awards they have won, it seems that they are in it for the fees - warning DON'T pay your fees up front!

FURTHER INFORMATION

Following on from the reply that Commercial Trust have entered I have to report that today I received a call from their sales director... this was a pressure call and it seemed that the aim of the call was to get me to back down, which I most certainly will not be.

Thanks for ‘investigating’ but I’ve not yet received the call recordings you mention and are happy to prejudge me, the complaint is still ongoing and asking me to go to the ombudsman - we all know that translates as ‘most people don’t bother going to the ombudsman so let’s refer him there and chances are the complaint dissapears’

I was absolutely mis-sold and commercial trust fail to admit that or even apologise.. they are trying to say we didn’t furnish them with true facts, where in fact their staff lied, exaggerated and led me to believe there was no problem with the offer and strung me along for 2 months while also I was forced into paying for things I’d not have had to had they done a proper job with the fact find and credit checks.

It was all about getting in the fee. I’m sorry if this is going to damage their reputation but people need to know what they are potentially getting into and these guys are slippery!

Loving the reply where they try to put all the blame on us, poor form chaps. I’ll be publishing my findings once I’ve received the information I’ve requested (apparently there are more than 36 phone calls and over 10 hours to listen to)

Anyone thinking of using these, check your other options first, you have been warned.

"Friendly Advisors, efficient and responsive. Easy to deal with! 👌"

My rating of 5+ stars is based on the mannerisms of all staff I dealt with at CT. Luke Edwards was ever so helpful and friendly, and submitted our application promptly. Following the application stage there was a warm hand-over to James Taylor-Jansens, and he was great! My remortgage case has been going on for 3 months, most likely due to the current climate, and today I got the good news that it's going through. James and Luke have been ever so friendly and helpful and have remained patient even when I had been chasing daily, and I would highly recommend anyone deal with them. Even at times when I couldn't get through to either, other members of the team were quick in getting whomever I needed to call me back, and they too were lovely to deal with. James was chasing our lender for us daily and always got back to us with a response. There are a couple of small issues that I have experienced along the way, but I will email the feedback directly to my advisor as I have no doubt that Commercial Trust and James will resolve these to my utmost satisfaction as they are very professional. I also have no doubt in my mind that they will take the feedback on board and learn from it. CT came highly recommended to me, and irrespective of the issues I wouldn't hesitate to recommend them to anyone looking to remortgage a buy-to-let property or portfolio as they really do have access to a vast panel of lenders and they really do work with you to get the mortgages through. I'm looking forward to a continuous relationship with the company, and also to the response received from my feedback.

"Ross gave me excellent service all…"

Ross gave me excellent service all round.
Completed now. Many thanks after a few 'hiccups' along the way. He sorted all problems.

"Broking is a commodity product"

Broking is a commodity product. You expect a satisfactory service but satisfactory does not mean that you will not try somewhere else next time. Commercial Trust seems to have an instinctive customer service DNA. I was kept informed at every step of the way, so I never had to contact you. You even kept me informed about what my solicitor was doing, which they never did. I have been impressed and delighted by your service and the difference between satisfied and delighted means that I would never think of using any other firm, even though my next transaction may not be for many years. People who are satisfied have no need to tell you why they have decided to try someone else next time. Why would they? It is not that they are dissatisfied but rather that not enough has been done to hook them. If it takes so little effort to move someone from satisfied to delighted and make them a customer for life, why would you not do it? The fact that most people do not, gives Commercial Trust a sustainable competitive advantage.
Timothy

"Very poor service, They send a lot of spam emails too"

Very poor service. I contacted them for buy to let mortgage. They charge (£199) just to receive a quote. When I questioned this, the broker was rude and said i should use my previous broker (which I have now). this company is a complete waste of time and unprofessional.

"Avoid - charge you and don't deliver"

Avoid. They charged an upfront fee, got me two DIPs that didn't result in an formal offer and now have offered me a "credit on account" rather than a refund. What would be the use of using them again if they can't do the basic thigh which is get me a mortgage. Awful experience. After turning down the property they then came back to me and advised they have another mortgage for me and it will definitely be accepted.

"Very professional"

Spoke recently to Shannon to discuss my options. She was extremely helpful and professional. Even though my circumstances are not ideal currently, as soon as things improve, I will be in contact. Great service.

"Excellent Service"

This is the third time I have gone through Commercial Trust for my remortgaging needs and I can honestly say that from the very first phone call to the very last email every staff member I have ever dealt with at Commercial Trust has been incredibly helpful, professional, friendly and efficient. At times when there might have been a roadblock in the way, I have been advised immediately and they always keep me abreast daily of what is happening. I will not hesitate to use them in the future when I am in the process of mortgaging or remortgaging a property and would not hesitate in recommending their excellent service. I am most grateful to Katie, Chloe and Alison for all of their invaluable help and assistance along the way.

"Do not use this firm - worst mortgage broker"

extremely bad service. The worst broker I ever used. They made wrong application with a high rate for business but put individual name as borrower. When they were asked to correct, they replied then reapplication is needed so they have to charge one more time. And what they did is just trying to get you to pay their fee as soon as possible on phone without any clarification in writing even after silently increase price. Very poor! Strongly avoid them!

"Great broker"

Glad I found Shannon. She is very good advisor and credit to your company. I have given her number to many associates and will continue to do so