Simon Bramhall

Review of Gordons LLP t/a Gordons Proper...

The thing with these reviews is genuine customer o...

The thing with these reviews is genuine customer ones get lost in bogus ones from people who clearly work for the company concerned...look at the wording of some of them ...its like a cut and paste job.

Anyway you need to know.

They never call you back. They never called my Which Mortgage Broker back either...i estimate 10 plus calls were made between us.

They do answer the phone but you have no chance unless you really are at the end of your tether of speaking to your case handler.

Letters are sent by them apparently but you don't receive them even though you have no post problems with anyone else.

They are polite on the phone...well the customer service advisors are...this is why you get 2 stars not 1...the case handler sounded highly irritated I had managed to get through the system to speak to her...she was pleasant enough in the end but there is no customer service angle to any aspect of the call.

They are slow...painfully slow in every single aspect...this was not an easy or pleasurable customer journey.

I received a mortgage offer from Natwest within 2 days but had to wait a further 4 weeks before Gordons "received" their copy...how could this take so long...i suspect a very large backlog...anyway the blame was left by Gordons at Natwests door for that one.

Then I had to wait as it took 3 weeks for Gordon's to receive a redemption figure from my old bank HSBC...funny that as on Day 1 I rang HSBC and they told me they had a 24/48 hour turnaround...hmmm...must be the banks fault again...oh apparently it was.

I know i have been lied to and fobbed off and to some extent you kind of expect a little bit of this especially if a company is struggling with a backlog but communication is key if they had just called me back just one of the times they said they would then maybe I wouldnt be feeling like ive had a really bad customer service experience.