After arranging our first mortgage flawlessly, we thought we'd use L&C again for the remortgage. Sadly, it's been far from flawless. Shortly after the offer was issued, we got a letter from the solicitors stating there would be a shortfall of nearly £2k, which we would need to pay before completion. I'm sure I don't need to tell you, it's not exactly a pleasant experience receiving such correspondence. Basically we hadn't been informed that the last payment to our existing mortgage provider would take 10 days to clear, meaning we hadn't borrowed enough on the remortgage to cover the existing one. The "advisor" seemed perfectly willing to accept how we worked out how much we'd need, and definitely didn't mention any such risks. Or offer any advice come to think of it. So I emailed our "advisor" and "case manager" and told them of this error. I get no response. So I chase up, and the "case manager" says she has handed the issue over to the "advisor" who would sort it out. And of course we never heard from either of them ever again. Such amazing "case management". Honestly I'm not sure what these people actually do. Absolutely no idea. Anyway, after a few emails and phone calls directly to the solicitors, I eventually managed to resolve the issue by pushing back the completion date. Would have been nice for L&C to have stepped in and actually helped, but obviously they couldn't give a crap after offers are issued. I'm not going to bother using them again. I could forgive the initial error, but ignoring emails and basically being unresponsive when we needed help is unforgivable in my opinion. Will feel more comfortable doing the work myself in future.