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John Charcol Reviews

4.9 Rating 2,340 Reviews

98 %

of reviewers recommend John Charcol

Company Reviews

4.9

Based on 2,340 reviews


Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	5 out of 5

About John Charcol:

John Charcol is an award-winning team of independent mortgage experts who provide friendly and professional advice both over the phone and in person. We help thousands of people each year and have become one of the top mortgage brokers in the UK.

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John Charcol 5 star review on 23rd April 2021

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am a first time buyer and I don't recommend using John Charcol - it was a very stressful experience. Things were great at the beginning and they offered me a really good deal with a high lending amount and little interest rate, which suited my needs. As I was house hunting at the time, I based my price range on this quote, and as it took me a few months to find somewhere, they kept updating the same quote but in line with the current interest rates. When I finally found somewhere within that price range, they said they could no longer give me that quote, despite it being the same for months, and were offering me a lending amount far lower than the original, with a higher interest rate. When trying to resolve the situation in order to save the property I had offered, my broker ghosted me for 3 days, and then never came back to me on the situation. I think with first time buyers they offer a great quote originally in the hopes that it will get cleared once an offer has been accepted, however you are left in the lurch if this doesn't go to plan and then they just drop you. Save yourself the time and stress and use somewhere else.”

Posted 1 year ago

“John Charcol did manage to secure a joint borrower / sole proprietor mortgage for us, for which we're grateful, but my! What a protracted and stressful process it turned out to be! We grew increasingly concerned that the seller would pull out in view of the extended timescales: fortunately we finally received our offer just in time to meet a completion deadline set by the seller. Some of the delay was caused by the building society, for which we've raised a separate complaint. Our concerns relating to the service we received from John Charcol include: at times, no response to emails and calls going to voicemail (on one occasion, we were practically begging our broker to get in touch); lack of clear communication about the arrangement process and progress; delays in forwarding documentation to the building society (on some occasions, the building society told us it hadn't received documentation what we had been told had been provided); errors in the Mortgage Suitability Letter. Our broker voluntarily reduced the broker fee in view of the poor service we'd received but the reduction certainly wasn't enough to compensate for the stress and extra costs we incurred as a result of the extended timescales. What was very quick was the offering of additional services (insurance, moving) - but we were not inclined to take them up. And the request for payment of the broker fee was very prompt!”

Posted 2 years ago

Hi Neil, We’re very sorry to hear that you were left disappointed with the service provided by John Charcol. We acknowledge that this falls below our typical standard of service and we want you to be aware that we have taken everything you've said onboard to ensure that this does not happen again. We take every review seriously and we’d very much appreciate the opportunity to give you the support you need. We will be in touch with you to discuss this further.

Posted 2 years ago

“Having recommended a product with Godiva that had conveyancing included I subsequently discovered that my dog knew more about conveyancing than the appointed firm. I was ultimately forced to have the conveyancing carried out by my solicitor at my own cost. John Charcol were spectacularly disinterested in helping me with any redress - I can deal with this but I will never use them again.”

Posted 4 years ago

“I had to chase for update given the stressful process....will not use them infuture. Not great experience Sorry.”

Posted 4 years ago

Hi Mary, We are very sorry to hear that you have been left disappointed with the service you have experienced with John Charcol. We really appreciate you taking the time to leave us feedback and we will use it to prevent this from happening again. One of our team will be in touch with you to discuss this further. Many thanks, Katherine Sellwood Marketing Manager

Posted 4 years ago

“Fast to rope you in. Extremely slow to conclude a deal. I am not impressed at all with this outfit. Not enough people, not a good experience at all.”

Posted 5 years ago

Hi Frank, We are extremely sorry to hear that you have been left dissatisfied with the service you have experienced with John Charcol. We really appreciate you taking the time to leave us feedback and will use your review to prevent this from happening again. Sarah Best our Head of Sales and Quality will be in touch with you later today to discuss this further. Many thanks, Katherine Sellwood Marketing Manager

Posted 5 years ago

“A pointless intermediary sums it up. Mortgage found was easily found on comparison websites, so they brought nothing to the table deal wise. The whole process was incredibly slow and they did nothing appreciable to improve the process. They add nothing basically, except a fee.”

Posted 5 years ago

Thank you for commenting on your recent experience with John Charcol. We will now look to see why you felt dissatisfied with the service provided and respond to you shortly.

Posted 5 years ago

“I had to chase the lender after hearing nothing back from JC, despite chasing. In the end, I managed the process directly with the lender myself. I appreciated the good rate, but I thought working with JC also meant minimal fuss/paperwork from me, it didn't.”

Posted 6 years ago

“Very slow, difficult to get to person who is dealing with it. Basically, I am going to be honest and would not hesitate to say that it is a legal factory.”

(Southampton) - Posted 7 years ago

“Whilst we appreciate your help with obtaining the mortgage I am frankly shocked that e mails regarding the mortgage where both my husbands and I would be responsible for the debt were only sent to my husband. There was only one e mail that I was copied in. My husband sent me this review our service - not yourselves!! Frankly it is oppressive to women and I'm somewhat shocked you did not e mail me also regarding the fact the mortgage went through!! You are women, you should know better and frankly I'm offended.”

(Southampton) - Posted 8 years ago

We're sorry you feel that way, however we don't feel your comments are justified. Our system can only store 1 email address for case updates, many of which are automated to ensure the fastest communication. The email entered is selected by the customer, not ourselves.

Posted 8 years ago

“After sending the papers to the wrong solicitor our costs increased by £150 for the loan interest and extra solicitor time while this loan offer was sent to the correct solicitor -so not impressed at all”

(Southampton) - Posted 8 years ago

“I'm really not sure what value Simply Legal added to the process.”

(Southampton) - Posted 8 years ago

“Not very good at keeping me updated, and everything seem to take months.”

Posted 8 years ago

“The person dealing with me was changed three times and i ended up chasing yourself and my mortgage company. Not happy with your service would not recommend”

Posted 8 years ago

“Very hard to get in touch with. Got moved between several advisors only one of which I actually met. Constantly misinformed with wrong information. Seemed very out of their depth and incompetent. Only saving grace was that they "got there in the end". To be honest felt more like by luck than judgement.”

Posted 8 years ago

“This company after helping me tremendously several years ago has SERIOUSLY let me down since. I had to, not only complain about them, but also take my complaint to the Financial Ombudsman for, what I felt, to be an unprofessional and unsympathetic mis selling of one of their products at a time when I desperately needed their advice. They have managed to destroy, not only my life but my trust and confidence in ever dealing with someone over the phone EVER again. I would NEVER deal with them OR recommend them to anyone else !! If you want to be sent in the right direction for what you are looking for when in financial difficulty, please DON'T contact Simply Finance !!”

Posted 9 years ago

Dear Jacqueline, Thank you for getting in contact. We value all comments as we have been in business since 2006 and serve thousands of customers a year. We strive to provide the best experience possible for all clients at all times. We pride ourselves in trying to help and are satisfied we made all possible efforts into resolving your issue. Many thanks Adam, Compliance

Posted 9 years ago

John Charcol is rated 4.9 based on 2,340 reviews